Escalation Manager

Job Summary

Guiding critical enterprise account escalations to resolution, the full-time salaried Escalation Manager will own the lifecycle of high-stakes customer crises, bridging Go-To-Market and technical teams while managing resources and stakeholder communications.

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 effective communication and data translation
• Decisively Mobilize Resources in complex situations, assessing impacts and deploying necessary support 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 navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• A root-cause mentality focused on identifying and addressing underlying process or product gaps