Escalation Manager

Job Summary

Driving the resolution of critical enterprise account crises, the full-time Escalation Manager will own the lifecycle of escalations, acting as a strategic liaison between Go-To-Market teams and technical organizations while managing high-stakes situations remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises, driving cross-functional alignment and resolution strategies
• Bridge the GTM and Technical Divide by acting as a strategic liaison, ensuring effective communication and data translation between teams
• Decisively Mobilize Resources to assess technical and business impacts and deploy necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a complex B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs
• Exceptional communication skills to translate complex technical challenges for 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