Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise customer crises to resolution, acting as the primary owner of high-stakes escalations while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by ensuring effective communication and management of complex technical challenges
• Decisively mobilize resources to address ambiguous situations, assessing impacts and deploying necessary engineering or support resources 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 navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for 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 prevent future incidents