Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical customer crises to resolution by orchestrating the escalation lifecycle, bridging the gap between Go-To-Market and technical teams, and mobilizing resources effectively in a dynamic environment.

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
• Bridge the GTM & Technical Divide by acting as a strategic liaison between GTM teams and technical organizations, ensuring clear communication and data-driven insights
• Decisively Mobilize Resources by assessing complex situations 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 effectively discuss platform reliability, system architecture, and data flows, translating complex concepts into business impacts
• Exceptional communication skills for translating technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Experience in identifying and addressing underlying process or product gaps to prevent future incidents