Escalation Manager

Job Summary

As a full-time Escalation Manager, the strategic leader will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and resolution strategies for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data-driven insights
• Decisively mobilize resources during complex 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 to navigate discussions about platform reliability, system architecture, and data flows
• Exceptional communication skills for translating complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and emotional intelligence to manage tense situations effectively
• A root-cause mentality focused on identifying and addressing underlying issues beyond immediate resolutions