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 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 Go-To-Market teams and technical organizations by effectively communicating complex technical issues and solutions
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without relying on executive intervention

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 with the ability to discuss platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis management skills and high emotional intelligence to handle tense situations effectively
• A root-cause mentality focused on identifying and addressing underlying issues to prevent future incidents