Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of high-stakes escalations 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 enterprise account crises and driving resolution strategies
• Bridge the gap between GTM teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability and system architecture effectively
• Exceptional communication skills for translating technical challenges to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence
• Proven ability to influence cross-functional teams without formal authority