Escalation Manager
Job Summary
As a strategic Escalation Manager, this full-time role will guide high-stakes enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market and technical teams.
Key responsibilities
- Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving resolution strategies
- Bridge the gap between Go-To-Market teams and technical organizations by translating complex issues into actionable insights
- Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support independently
Required qualifications
- 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
- Technical literacy to navigate discussions about platform reliability, system architecture, and data flows
- Exceptional communication skills to translate technical challenges for non-technical stakeholders
- Demonstrated ability to influence and align cross-functional teams without formal authority
- Experience in turning tactical fixes into strategic wins by identifying and addressing underlying process gaps
Complete Job Description
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