Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise customer crises to resolution, serving as the primary owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability and system architecture, translating complex concepts into business impacts
• Exceptional communication skills to convey technical challenges to non-technical stakeholders clearly
• Strong emotional intelligence to manage crises and de-escalate tense situations effectively
• Proven ability to influence and align cross-functional teams without formal authority