Escalation Manager
$105,000–$143,000 year
On-siteNew York City, New York, United States or Austin, Texas, United States
Job Summary
Orchestrate the escalation lifecycle as the single point of contact for high-stakes enterprise account crises, driving cross-functional alignment between GTM teams and technical organizations to engineer resolution strategies. Bridge the divide between relationship management and concrete data requirements by assessing technical impacts and deploying engineering or support resources independently. Manage senior internal and customer stakeholders to present root causes and remediation plans, while partnering with leadership to transform reactive incidents into proactive insights and product improvements. Build repeatable frameworks, communication templates, and post-mortem processes to mature existing workflows and upskill frontline teams.
Required Qualifications
- 5+ Years of Relevant Experience: A proven track record in Technical Account Management (TAM), Enterprise Support Leadership, Incident Management, or Technical Program Management (TPM) within a complex B2B SaaS environment.
- The ability to 'speak engineer' and comfortably navigate discussions regarding platform reliability, system architecture, APIs, and data flows, translating these complex concepts into business impacts for customers.
- Exceptional Communication Skills: A masterful ability to translate high-complexity technical challenges for non-technical stakeholders, ensuring clarity and alignment across teams with varying levels of technical proficiency.
- Crisis Command and High EQ: Deep emotional intelligence and situational authority. You are the calmest person in the room when an enterprise account is at risk, capable of naturally de-escalating tense situations with both customers and internal sales teams.
- Relentless Customer Empathy: A practice of navigating every engineering, product, or support intersection with the customer's experience as the primary North Star, transforming transactional support into a true strategic partnership.
- Cross-Functional Influence: A demonstrated ability to align, hold accountable, and influence Support, R&D leads, and GTM stakeholders effectively without having formal authority over them.
- A Root-Cause Mentality: A history of turning tactical fixes into strategic wins. You look beyond immediate resolution to identify and fix the underlying process or product gaps that allowed the issue to happen in the first place.
Desired Qualifications
- Coding: not required, but a bonus!
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