Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution by managing the escalation lifecycle, bridging the gap between Go-To-Market teams and technical organizations, and mobilizing resources decisively.

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 the strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and actionable data
• Analyze incident trends to build proactive triaging frameworks and optimize collaboration across teams

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 to navigate discussions on platform reliability, system architecture, and APIs
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term strategic improvements