Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle 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 high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex technical issues into actionable insights and managing stakeholder communications
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and addressing underlying process or product gaps