Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating across Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the ultimate owner for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the GTM and Technical Divide by acting as a strategic liaison between GTM teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources to assess complex situations and deploy necessary support independently, 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 discuss platform reliability, system architecture, and APIs with stakeholders
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• A root-cause mentality with a history of identifying and addressing underlying process gaps