Escalation Manager

Job Summary

Serving as the strategic owner of high-stakes enterprise account escalations, the full-time Escalation Manager will guide critical customer crises to resolution while working cross-functionally with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data-driven insights
• Decisively mobilize resources to assess impacts and deploy necessary engineering or support without relying on executive intervention

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 navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to drive strategic improvements