Escalation Manager

Job Summary

As a strategic Escalation Manager, this 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 and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between GTM teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support 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
• Technical literacy to navigate discussions around platform reliability, system architecture, and APIs
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• A history of identifying and addressing root causes to improve processes and prevent future issues