Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes crises and driving cross-functional alignment
• Bridge the gap between GTM teams and technical organizations, translating complex issues into actionable insights
• Decisively mobilize resources to address complex situations and manage senior stakeholders through tense customer scenarios

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or related fields within a B2B SaaS environment
• Strong technical literacy to navigate discussions on platform reliability and system architecture
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term solutions