Escalation Manager

Job Summary

As a full-time Escalation Manager, the strategic leader will own and guide high-stakes enterprise account crises to resolution, working cross-functionally 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 enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data-driven insights for crisis management
• Decisively mobilize resources to assess impacts and deploy necessary support without relying on 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 with both technical and non-technical stakeholders
• Exceptional communication skills to translate complex technical challenges for diverse audiences
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term strategic improvements