Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving as the definitive owner of the escalation lifecycle while working 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 enterprise account crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as a strategic liaison between GTM teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively Mobilize Resources by assessing complex situations and deploying the necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and APIs while translating complex concepts into business impacts
• Exceptional communication skills to convey high-complexity technical challenges to non-technical stakeholders
• Deep emotional intelligence and crisis management skills to handle tense situations effectively
• Demonstrated ability to influence cross-functional teams without formal authority, focusing on long-term process improvements