Escalation Manager
Job Summary
As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, serving as the primary point of contact while collaborating with cross-functional teams to optimize customer experience and drive systemic improvements.
Key responsibilities
- Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes crises and driving cross-functional alignment
- Act as a strategic liaison between Go-To-Market teams and technical organizations to ensure effective communication and resolution of complex issues
- Mobilize resources decisively in ambiguous situations, assessing impacts and deploying necessary support without executive intervention
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 discuss platform reliability, system architecture, and data flows effectively
- Exceptional communication skills to translate technical challenges for non-technical stakeholders
- Demonstrated crisis management skills with high emotional intelligence
- Experience in influencing cross-functional teams without formal authority
Complete Job Description
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