Escalation Manager

Job Summary

Guiding high-stakes enterprise account crises to resolution, the full-time Escalation Manager will orchestrate the escalation lifecycle, bridge the gap between Go-To-Market and technical teams, and decisively mobilize resources in a remote environment.

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 GTM & Technical Divide by acting as a strategic liaison between GTM teams and technical organizations, ensuring effective communication
• Decisively Mobilize Resources by assessing complex situations and deploying necessary engineering or support resources 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 regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term strategic solutions