Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide complex enterprise customer crises to resolution, serving as the primary owner of high-stakes escalations while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for enterprise account crises
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data-driven insights
• Decisively mobilize resources to manage complex situations and guide internal stakeholders through tense customer scenarios

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process gaps to improve customer experience