Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, serving as the primary contact for high-stakes escalations while working cross-functionally with 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 effective communication and data translation
• Mobilize resources decisively in complex 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, or Incident Management within a complex B2B SaaS environment
• Technical literacy to navigate discussions about 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
• Proven crisis management skills with high emotional intelligence and a focus on customer empathy