Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise customer crises to resolution, acting as the primary owner of high-stakes escalations while collaborating closely 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 cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data-driven insights
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability and system architecture in business terms
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis management capabilities and high emotional intelligence in high-pressure situations
• A history of identifying root causes and transforming tactical fixes into strategic improvements