Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, acting 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 enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, translating complex technical challenges into actionable insights for stakeholders
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management in a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to convey complex technical issues to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence and the ability to de-escalate tense situations
• Proven ability to influence cross-functional teams and drive systemic improvements based on root-cause analysis