Escalation Manager

Job Summary

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

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 GTM teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively Mobilize Resources to assess complex situations and independently deploy engineering or support resources without relying on executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a complex B2B SaaS environment
• Strong technical literacy with the ability to communicate complex technical concepts effectively to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence, capable of de-escalating tense situations
• Proven ability to influence cross-functional teams and stakeholders without formal authority
• A history of identifying and addressing underlying process or product gaps to drive systemic improvements