Escalation Manager

Job Summary

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

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, ensuring effective communication and data translation between stakeholders
• Decisively mobilize resources in complex 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, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional ability to communicate complex technical challenges to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence and the ability to de-escalate tense situations
• Proven track record of transforming tactical fixes into strategic improvements and fostering customer empathy