Escalation Manager

Job Summary

Serving as the strategic owner of high-stakes enterprise account crises, the full-time Escalation Manager will guide complex customer issues to resolution while working cross-functionally between 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
• Act as a strategic liaison between Go-To-Market teams and technical organizations to ensure clear communication and data-driven solutions
• Analyze incident trends to develop proactive triaging frameworks and optimize collaboration across teams for improved customer experiences

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 and system architecture effectively
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis management abilities with high emotional intelligence and a customer-centric approach
• Experience in influencing cross-functional teams without formal authority and a focus on root-cause analysis for process improvement