Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will manage high-stakes enterprise account crises, guiding cross-functional teams to resolution while serving as the primary liaison between Go-To-Market and technical organizations in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as a strategic liaison between GTM teams and technical organizations, ensuring clear communication and data sharing
• Decisively Mobilize Resources to assess complex situations and deploy engineering or support resources 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 discuss platform reliability, system architecture, and APIs effectively
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Strong crisis management skills with a focus on customer empathy and long-term strategic improvements