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Escalation ManagerVirtualVocations • Livonia, Michigan, United States
Escalation Manager

Escalation Manager

VirtualVocations • Livonia, Michigan, United States
Hace 17 días
Tipo de contrato
  • A tiempo completo
Descripción del trabajo
As a strategic Escalation Manager, the full-time role will guide critical upmarket customer crises to resolution, acting as the primary owner of high-stakes enterprise account 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 enterprise account crises, driving alignment and resolution strategies Bridge the gap between Go-To-Market teams and technical organizations by translating complex technical issues into actionable insights Decisively mobilize resources to manage ambiguous situations, assessing impacts and deploying support 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 engage in discussions about platform reliability, system architecture, and data flows Exceptional communication skills to convey technical challenges to non-technical stakeholders High emotional intelligence and crisis management skills to de-escalate tense situations effectively A root-cause mentality focused on identifying and addressing underlying process or product gaps
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Escalation Manager • Livonia, Michigan, United States

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