Escalation Manager

Job Summary

As a strategic Escalation Manager, the 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 cross-functional alignment
• Bridge the GTM and Technical Divide by acting as a liaison between GTM teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively Mobilize Resources to assess technical and business impacts in complex situations and deploy the necessary engineering or support 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
• Strong technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence, capable of de-escalating tense situations
• A root-cause mentality with a history of identifying and addressing underlying process or product gaps