The Escalation Manager serves as the primary owner and accountable party for orchestrating the resolution of critical, high-impact customer escalations.
This role requires leading cross-functional teams through influence and deep expertise to achieve predictable outcomes, restore customer confidence, and mitigate business risk in high-visibility, time-sensitive situations.
This is a non-people management role, focusing purely on expert leadership and driving resolution.
Key Responsibilities Own the end-to-end lifecycle of complex/critical customer escalations, serving as the primary point of coordination across Support, Engineering, Product, Sales, and Customer Success.
Lead and influence cross-functional teams to drive prioritization, clarity, and timely resolution without formal authority.
Define clear action plans, success criteria, and exit conditions for each escalation.
Operate effectively under pressure, maintaining composure, sound judgment, and strong leadership in demanding environments.
Communicate escalation status, risks, and resolution plans to customers and internal stakeholders in a clear, factual, timely, and professional manner.
Structure complex and potentially sensitive issues into executive-ready summaries, decision points, and action plans.
Build and maintain trusted relationships with senior leadership; know when and how to engage executives to drive awareness, alignment, and action.
Assess and articulate the business impact of escalations, including customer risk, operational impact, and potential attrition.
Provide consultative guidance based on deep cross-functional knowledge, historical resolution paths, and best practices.
Use data, trends, and business context to justify prioritization and resource engagement from partner teams.
Participate in root cause analysis to identify systemic issues contributing to escalations.
Track patterns and trends across escalations to drive broader, long-term improvements.
Ensure consistent governance, follow-through, and complete documentation from initiation through closure.
Requirements BA/BS degree preferred and/or equivalent work experience6+ years of experience in account management, project management, escalation management, and/or technical support.
Proficient in utilizing Salesforce instance tools (i.e., Accounts, Opportunities, Cases, Reporting, Dashboards).
Proficient in Google apps (Slides, Sheets, etc.).
Strong working knowledge of Quip and Slack preferred.
Ability to write and speak to an executive audience.
Demonstrate superior customer service skills, including the ability to set expectations, communicate clearly, confidently, timely, and respectfully with customers.
In-depth knowledge of the digital marketing space and the ability to recognize and relate to our customer's specific use cases for utilizing our technology.
Execute with a sense of urgency, meeting requirements with minimal lead time.
Act autonomously to meet dynamic demands and lead teams effectively.