Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while working cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between GTM teams and technical organizations by translating complex technical challenges into actionable insights and strategies
• Mobilize resources decisively in ambiguous situations, assessing impacts and deploying support independently to resolve issues effectively

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows effectively
• Demonstrated crisis management skills and high emotional intelligence to navigate tense situations
• Proven ability to influence and align cross-functional teams without formal authority
• A root-cause mentality focused on transforming tactical fixes into strategic improvements