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Escalation ManagerVirtualVocations • Downey, California, United States
Escalation Manager

Escalation Manager

VirtualVocations • Downey, California, United States
12 days ago
Job type
  • Full-time
Job description
As the strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, bridging the gap between Go-To-Market teams and technical organizations while managing resources and stakeholders effectively. Key responsibilities Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment Act as a strategic liaison between GTM teams and technical organizations, ensuring effective communication and data sharing Decisively mobilize resources in complex situations and guide internal teams through tense customer scenarios Required qualifications 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment Strong technical literacy to navigate discussions on platform reliability, system architecture, and APIs Exceptional communication skills to translate complex technical challenges for non-technical stakeholders Demonstrated ability to influence cross-functional teams without formal authority A root-cause mentality focused on identifying and fixing underlying process or product gaps
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Escalation Manager • Downey, California, United States

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