Escalation Manager

Job Summary

As the strategic Escalation Manager, this full-time position will own and guide high-stakes enterprise account escalations to resolution, acting as a key liaison between Go-To-Market teams and technical organizations while working to enhance the overall customer experience.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation for complex issues
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support or engineering resources independently

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 with the ability to discuss platform reliability, system architecture, and APIs in a business context
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis management capabilities with high emotional intelligence
• Proven ability to influence and align cross-functional teams without formal authority