Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role 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 as the single point of contact for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex issues into actionable insights
• Decisively mobilize resources to address ambiguous situations and manage senior stakeholders through tense customer scenarios

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 navigate discussions on platform reliability and system architecture
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven track record of turning tactical fixes into strategic improvements