Escalation Manager

Job Summary

Driving the resolution of high-stakes enterprise account crises, the full-time Escalation Manager will own the escalation lifecycle, bridge communication between Go-To-Market and technical teams, and strategically mobilize resources to ensure customer satisfaction.

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, ensuring effective communication and data sharing
• Analyze incident trends to build proactive triaging frameworks and optimize collaboration across teams for a resilient customer experience

Required qualifications

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