Escalation Manager

Job Summary

As a strategic Escalation Manager, the 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 teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between GTM teams and technical organizations, ensuring effective communication and alignment on complex issues
• Decisively mobilize resources in ambiguous 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 effectively communicate platform reliability and system architecture concepts
• Exceptional communication skills for translating 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 improve customer experience