Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations to assess impacts and deploy engineering or support resources 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 to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills to convey complex technical issues to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven track record of identifying and addressing underlying process or product gaps for long-term improvements