Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the escalation lifecycle as the single point of contact for high-stakes enterprise account crises, driving cross-functional alignment and resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex technical challenges into actionable insights for stakeholders
• Mobilize resources decisively in 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 discuss platform reliability, system architecture, and data flows effectively with both technical and non-technical stakeholders
• Exceptional communication skills to convey complex technical issues clearly to diverse audiences
• Deep emotional intelligence and crisis management capabilities to de-escalate tense situations with customers and internal teams
• A demonstrated ability to influence cross-functional teams and drive systemic improvements based on incident analysis