Role Description As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our most critical, complex upmarket customer crises to resolution. We are scaling rapidly and need a driven, dedicated leader to own the lifecycle of high-stakes enterprise account escalations from the moment a risk state is triggered to its final resolution. This is a highly visible, cross-functional role sitting directly at the intersection of our Go-To-Market (GTM) teams and our technical organizations (R&D, Product, and Support). Rather than acting as a passive intermediary, you will: - Build a deep understanding of the Gong platform. - Translate complex roadblocks into actionable technical requirements. - Deploy the right resources. - Masterfully manage both internal and external stakeholders. - Analyze incident trends to build proactive triaging frameworks. - Optimize cross-team collaboration. - Help us engineer a more resilient customer experience. Responsibilities - Orchestrate the Escalation Lifecycle: Serve as the single point of contact and ultimate owner for high-stakes enterprise account crises. Drive cross-functional alignment, define the internal point of view, & engineer resolution strategies alongside account teams. - Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require relationship management and crisp communication) & technical organizations (Support, R&D, & Product teams who require concrete, reproducible data). - Decisively Mobilize Resources: Step into highly ambiguous, complex situations, accurately assess technical and business impacts, and deploy engineering or support resources independently without relying on executive intervention. - Manage Senior Stakeholders: Guide internal account teams through tense customer scenarios and confidently present technical root causes, remediation plans, and ongoing guidance to both internal executives and customer-side leadership. - Drive Systemic Prevention: Partner with R&D and Support leadership to transform reactive incidents into proactive insights; identify underlying gaps (like missing metrics or alerting) and advocate for long-term product and infrastructure improvements. - Build the Escalation Playbook: Mature existing escalation workflows by designing repeatable frameworks, communication templates, and post-mortem processes that upskill frontline GTM teams. Qualifications - 5+ Years of Relevant Experience: A proven track record in Technical Account Management (TAM), Enterprise Support Leadership, Incident Management, or Technical Program Management (TPM) within a complex B2B SaaS environment. - Technical Literacy: The ability to "speak engineer" and comfortably navigate discussions regarding platform reliability, system architecture, APIs, and data flows, translating these complex concepts into business impacts for customers. (Coding: not required, but a bonus!). - Exceptional Communication Skills: A masterful ability to translate high-complexity technical challenges for non-technical stakeholders, ensuring clarity and alignment across teams with varying levels of technical proficiency. - Crisis Command and High EQ: Deep emotional intelligence and situational authority. You are the calmest person in the room when an enterprise account is at risk, capable of naturally de-escalating tense situations with both customers and internal sales teams. - Relentless Customer Empathy: A practice of navigating every engineering, product, or support intersection with the customer’s experience as the primary North Star, transforming transactional support into a true strategic partnership. - Cross-Functional Influence: A demonstrated ability to align, hold accountable, and influence Support, R&D leads, and GTM stakeholders effectively without having formal authority over them. - A Root-Cause Mentality: A history of turning tactical fixes into strategic wins. You look beyond immediate resolution to identify and fix the underlying process or product gaps that allowed the issue to happen in the first place. - Drive Massive, Measurable Impact: You will directly safeguard Gong’s revenue retention and elevate the customer experience by turning high-stakes crises into opportunities to build lifelong raving fans! - Influence Organizational Strategy: By taking the reins during critical events, you will naturally advise and empower Support and GTM leadership, shaping how our organization interfaces with our largest accounts. - Scale and Build from the Ground Up: This isn't a rigid, legacy position—you will have the autonomy to mature our existing workflows, design new frameworks, and actively build the future of enterprise escalations at Gong. Benefits - We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs. - Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle. - Mental Health benefits with covered therapy and coaching. - 401(k) program to help you invest in your future. - Education & learning stipend for personal growth and development. - Flexible vacation time to promote a healthy work-life blend. - Paid parental leave to support you and your family. - Company-wide recharge days each quarter. - Work from home stipend to help you succeed in a remote environment.