Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations to assess impacts and deploy 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 to navigate discussions on platform reliability, system architecture, and APIs
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated emotional intelligence and crisis management capabilities
• Proven ability to influence cross-functional teams without formal authority