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Escalation ManagerVirtualVocations • Livonia, Michigan, United States
Escalation Manager

Escalation Manager

VirtualVocations • Livonia, Michigan, United States
8 days ago
Job type
  • Full-time
Job description
As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating closely with Go-To-Market and technical teams in a remote environment. Key responsibilities Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment Bridge the GTM & Technical Divide by acting as a strategic liaison between relationship management and technical organizations Decisively Mobilize Resources by assessing complex situations 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 in a B2B SaaS environment Technical literacy with the ability to discuss platform reliability, system architecture, and data flows with technical 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 focused on identifying and addressing underlying process or product gaps
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Escalation Manager • Livonia, Michigan, United States

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