Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving 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 by driving cross-functional alignment and engineering resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and data-driven insights
• 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 similar roles within a B2B SaaS environment
• Technical literacy to engage in discussions about 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 issues