Escalation Manager

Own and resolve critical customer crises, bridging GTM and technical teams for enterprise accounts.

• •As Gong's strategic Escalation Manager, you will own and quarterback critical, complex upmarket customer crises to resolution.
• •You will be the definitive owner guiding high-stakes enterprise account escalations from risk trigger to final resolution.
• •Key Responsibilities Orchestrate the Escalation Lifecycle: Serve as the single point of contact and ultimate owner for high-stakes enterprise account crises.
• •Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams and technical organizations (Support, R&D, Product).
• •Decisively Mobilize Resources: Assess technical and business impacts and deploy resources independently.
• •Manage Senior Stakeholders: Guide internal teams and confidently present technical root causes to executives and customer leadership.
• •Drive Systemic Prevention: Partner with R&D and Support leadership to transform reactive incidents into proactive insights.
• •Requirements 5+ Years of Relevant Experience: Proven track record in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management in B2B SaaS.
• •Technical Literacy: Ability to navigate discussions regarding platform reliability, system architecture, APIs, and data flows.
• •Exceptional Communication Skills: Masterful ability to translate high-complexity technical challenges for non-technical stakeholders.