Escalation Manager

Job Summary

As the strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, serving as the primary point of contact while collaborating with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and defining resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and collaboration
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis management abilities and high emotional intelligence
• Experience in cross-functional influence and a root-cause mentality to address underlying issues