Escalation Manager

Job Summary

As the strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary owner of the escalation lifecycle while collaborating cross-functionally between Go-To-Market teams and technical organizations.

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
• Act as a strategic liaison between Go-To-Market teams and technical organizations, translating complex technical challenges into actionable insights
• Mobilize resources decisively in ambiguous situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability and system architecture
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence and the ability to de-escalate tense situations
• A history of identifying and addressing underlying process gaps to improve customer experience