Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, serving as the primary point of contact while collaborating across Go-To-Market and technical teams to optimize customer experiences.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying engineering or support resources 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, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future incidents