Escalation Manager

Job Summary

Owning the lifecycle of high-stakes enterprise account escalations, the full-time Escalation Manager will guide critical customer crises to resolution while acting as a strategic liaison between Go-To-Market teams and technical organizations 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 gap between GTM teams and technical organizations by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying engineering or support resources 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 to navigate discussions regarding platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Experience in turning tactical fixes into strategic wins by identifying and addressing underlying process gaps