Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution while collaborating 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 crises and driving cross-functional alignment
• Bridge the gap between GTM teams and technical organizations by acting as a strategic liaison and ensuring clear communication
• Decisively mobilize resources in complex 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
• Deep emotional intelligence and crisis management skills to navigate tense situations with customers and internal teams
• Demonstrated ability to influence cross-functional teams without formal authority