Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will own the lifecycle of high-stakes enterprise account escalations, guiding complex customer crises to resolution while collaborating with cross-functional teams in a remote environment.

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 GTM & Technical Divide by acting as a liaison between GTM teams and technical organizations, ensuring clear communication and actionable data
• Decisively Mobilize Resources to assess and address complex situations, 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 complex B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and fixing underlying process or product gaps