Escalation Manager
Job Summary
Guiding critical enterprise account crises to resolution, the full-time Escalation Manager will own the escalation lifecycle, bridge communication between Go-To-Market and technical teams, and proactively drive systemic improvements while working in a remote environment.
Key responsibilities
- Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes crises and driving cross-functional alignment
- Act as a strategic liaison between GTM teams and technical organizations, translating complex technical issues into actionable insights
- Decisively mobilize resources in ambiguous situations, assessing impacts and deploying support independently
Required qualifications
- 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
- Technical literacy to discuss platform reliability, system architecture, and data flows effectively
- Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
- Demonstrated ability to influence cross-functional teams without formal authority
- A history of identifying and addressing root causes to improve processes and products
Complete Job Description
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