Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise customer crises to resolution, acting as the owner of high-stakes escalations while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as a strategic liaison between relationship management and technical teams, ensuring clear communication and data accuracy
• Decisively Mobilize Resources to assess complex situations and independently deploy necessary engineering or support resources

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 to navigate discussions about platform reliability and system architecture
• Exceptional communication skills to convey technical challenges to 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 improvements