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 cross-functionally between Go-To-Market teams and technical organizations.

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 GTM teams and technical organizations by translating complex technical challenges into actionable insights for both sides
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without relying on executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Strong technical literacy to discuss platform reliability, system architecture, and data flows effectively with both technical and non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence, capable of de-escalating tense situations
• Proven ability to influence cross-functional teams and align stakeholders without formal authority
• Experience in identifying and addressing root causes of issues to implement long-term improvements