Escalation Manager 3139342 I.Html

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

##### Key responsibilities

Orchestrate the escalation lifecycle as the single point of contact for high-stakes enterprise account crises, driving cross-functional alignment and resolution strategies

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, Incident Management, or Technical Program Management within a complex B2B SaaS environment

Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs while translating complex concepts into business impacts

Exceptional communication skills to convey high-complexity technical challenges to non-technical stakeholders

Demonstrated ability to influence cross-functional teams effectively without formal authority

A root-cause mentality focused on identifying and fixing underlying process or product gaps