Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide high-stakes 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 in a remote setting.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for critical enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources during complex situations, assessing impacts and deploying support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future issues