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 owner of the escalation lifecycle while collaborating across Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a complex B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability and system architecture
• Exceptional communication skills for translating technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality with a focus on turning tactical fixes into strategic improvements