Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the ultimate owner for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between GTM teams and technical organizations by acting as a strategic liaison and translating complex technical challenges into actionable insights
• 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, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future issues