Escalation Manager

Job Summary

Guiding critical enterprise account crises to resolution, the full-time Escalation Manager will own the lifecycle of high-stakes escalations, bridging the gap between Go-To-Market teams and technical organizations while optimizing cross-team collaboration remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Act as the strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary support without relying on executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or similar roles in a B2B SaaS environment
• Technical literacy to navigate discussions about platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• Proven track record of identifying and addressing underlying process or product gaps in crisis situations