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 with Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the escalation lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• 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 support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence and the ability to de-escalate tense situations
• A root-cause mentality focused on identifying and fixing underlying process or product gaps