Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical 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 serving as the single point of contact for high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary support independently

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 and system architecture
• Exceptional communication skills for translating 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 strategic partnerships