Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, serving as the primary point of contact while collaborating across Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and engineering resolution strategies for critical account crises
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively mobilize resources in complex situations, assessing impacts and deploying support independently

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 engage in discussions about platform reliability, system architecture, and data flows
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing root causes of issues to drive strategic improvements