Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide complex upmarket customer crises to resolution, acting as the primary owner of high-stakes enterprise account escalations while collaborating cross-functionally with Go-To-Market and technical teams.

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 Go-To-Market and technical teams, ensuring effective communication and alignment on customer needs and technical requirements
• Decisively mobilize resources in complex situations, assessing impacts and deploying 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 on platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and addressing underlying issues beyond immediate fixes