Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations by acting as a strategic liaison, ensuring effective communication and data sharing
• 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, or Technical Program Management within a complex B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to de-escalate tense situations effectively
• A root-cause mentality with a history of identifying and fixing underlying process or product gaps