Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution while working remotely, serving as the primary point of contact and orchestrating the escalation lifecycle across cross-functional teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and APIs in a business context
• Exceptional communication skills for translating complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• Proven ability to influence cross-functional teams without formal authority, driving strategic improvements and customer empathy