Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary owner of the escalation lifecycle while collaborating across Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and resolution strategies for critical customer issues
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data management
• Analyze incident trends to develop proactive frameworks and optimize collaboration for a resilient customer experience

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management in a B2B SaaS environment
• Technical literacy to discuss platform reliability and system architecture, translating complex concepts into business impacts
• Exceptional communication skills to convey technical challenges clearly to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence to de-escalate tense situations effectively