Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise customer crises to resolution, serving as the primary owner of high-stakes escalations while collaborating across Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to engage in discussions about platform reliability, system architecture, and APIs
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence and a customer-centric approach