Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes 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 translating complex technical challenges into actionable insights
• 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, or Incident Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and APIs
• Exceptional communication skills to convey complex technical issues to non-technical stakeholders
• Proven crisis management skills with high emotional intelligence to de-escalate tense situations
• Experience in cross-functional influence, effectively aligning and holding accountable stakeholders without formal authority