Description

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 experience
• 6+ 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.