Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide complex customer crises to resolution, serving as the primary point of contact for high-stakes enterprise account escalations while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and defining resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and data-driven insights
• 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, 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 translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• A history of identifying and addressing underlying process gaps to drive strategic wins