Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution while working cross-functionally between Go-To-Market teams and technical organizations in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the single point of contact for high-stakes enterprise account crises
• Bridge the gap between GTM teams and technical organizations by translating complex challenges into actionable insights
• Decisively mobilize resources during complex situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or related fields within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence in high-pressure situations
• Proven ability to influence cross-functional teams without formal authority