Escalation Manager

The Escalation Manager is a strategic leader responsible for restoring and improving the health of enterprise customers facing significant challenges. This role serves as the primary point of contact for escalated accounts, driving coordinated efforts across Support, Product, Engineering, Professional Services, and Customer Success to resolve issues affecting satisfaction, adoption, and retention. The Escalation Manager oversees recovery planning, root cause analysis, and customer communication to stabilize relationships and improve long-term outcomes. Responsibilities: Serve as the single point of contact for high-priority escalations involving at-risk customers. Lead cross-functional efforts to diagnose root causes and execute structured recovery plans with defined milestones and outcomes. Coordinate triage activities for technical and operational issues across internal teams. Communicate proactively and transparently with customer stakeholders, including executives. Align recovery strategies with broader account goals in partnership with Sales, Account Managers, and Technical Success Managers. Deliver regular executive briefings, customer-facing documentation, and progress updates. Collaborate with QA, Supportability, and Product teams to reduce issue recurrence and improve system resilience. Capture and share insights, lessons learned, and recovery metrics to inform internal improvements. Maintain comprehensive recovery records and dashboards in JIRA and related systems. Contribute to continuous improvement of the escalation management processes. Required Skills and Experience: Deep technical understanding of SaaS platforms, software troubleshooting, and enterprise support models. 5+ years of experience in Customer Success, Technical Support, or Professional Services in a B2B or enterprise environment. Demonstrated success managing high-severity escalations or complex recovery initiatives. Strong project leadership skills with the ability to coordinate across departments and deliver timely results. Excellent written and verbal communication skills, including experience interfacing with executive stakeholders. Ability to clearly explain technical issues to both technical and non-technical audiences. High degree of customer empathy with a proactive, solution-oriented mindset. Proficiency with JIRA, Salesforce, or similar tools for issue tracking and reporting. Familiarity with ABBYY s product suite or similar document processing and automation solutions. Preferred Qualifications: Bachelor s degree in Business, Information Technology, or a related field. Certification in ABBYY technologies (e.g., FlexiCapture, Vantage) Certifications in ITIL, PMP, or other service management frameworks.