Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, bridging the gap between Go-To-Market teams and technical organizations while managing resources and stakeholder communications in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the single point of contact for high-stakes enterprise account crises
• Bridge the GTM and technical divide by acting as a strategic liaison between teams requiring relationship management and technical support
• Decisively mobilize resources to assess impacts and deploy engineering or support resources in complex situations

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 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 in crisis situations