Escalation Manager

Certinia; Austin (TX); On-site; GBP 70,000 - 100,000; Full time

Job summary

Certinia is seeking an Escalation Manager to oversee high-priority customer issues, bridging Support, Product, Engineering and executive stakeholders to drive resolution and minimize risk.

You will own end-to-end escalations, provide clear updates to customers including executives, and contribute to playbooks and reporting to continually improve processes.

Qualifications

• Proven experience managing complex, customer-facing escalations within SaaS or enterprise software.
• Ability to influence across multiple teams and stakeholders.
• Excellent written and verbal communication at technical and executive levels.
• Strong organizational skills with the ability to manage multiple escalations.
• Problem-solving and critical thinking to balance immediate needs with long-term resolutions.
• Experience collaborating with Product, Engineering, Support, and Customer Success in fast-paced environments.
• Comfort with ambiguity, stress, and high-visibility scenarios.
• Self-sufficient, proactive, customer-first mindset with professionalism.

Responsibilities

• Own end-to-end management of escalations, from single critical cases to multi-account and executive-level visibility issues.
• Serve as the central point of coordination between Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.
• Establish clear next steps, ensure accountability, and maintain consistent progress across all stakeholders.
• Provide timely, transparent, and professional communication to customers, including executives, ensuring expectations are set and met.
• Partner with leadership to assess business impact, customer sentiment, and required level of visibility for each escalation.
• Actively participate in and monitor internal “swarms” and cross-functional working sessions to ensure accountability, progress tracking, and alignment.
• Proactively identify patterns or systemic risks across escalations and provide insights to influence product improvements, support processes, and customer outcomes.
• Represent escalation status, risk, and progress to internal executives and in some cases, directly to customer executives.
• Contribute to the continuous improvement of Certinia’s Escalation Playbook, tooling, and reporting practices.

Skills

Escalation management

Cross-functional coordination

Executive communication

Organizational skills

Problem-solving

Collaboration with Product/Engineering

Ambiguity tolerance

Self-sufficiency

Job description

Location: UK Remote

Internal Application Deadline: Friday, 17th July

Who We Are

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

The Role

Directly reporting to the Manager, Customer Care, the Escalation Manager is a critical role within Certinia’s Global Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.
You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive-sponsored escalations.
This position requires exceptional judgment, communication, and coordination skills. You will oversee high-priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment. Success in this role means strengthening customer trust, reducing business risk, and creating long-term value by improving how we manage and prevent escalations.

What You Will Do In This Role

• Own end-to-end management of escalations, from single critical cases to multi-account and executive-level visibility issues.
• Serve as the central point of coordination between Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.
• Establish clear next steps, ensure accountability, and maintain consistent progress across all stakeholders.
• Provide timely, transparent, and professional communication to customers, including executives, ensuring expectations are set and met.
• Partner with leadership to assess business impact, customer sentiment, and required level of visibility for each escalation.
• Actively participate in and monitor internal “swarms” and cross-functional working sessions to ensure accountability, progress tracking, and alignment.
• Proactively identify patterns or systemic risks across escalations and provide insights to influence product improvements, support processes, and customer outcomes.
• Represent escalation status, risk, and progress to internal executives and in some cases, directly to customer executives.
• Contribute to the continuous improvement of Certinia’s Escalation Playbook, tooling, and reporting practices.
  

What You Need To Be Successful In This Role

• Proven experience managing complex, customer-facing escalations within a technology, SaaS, or enterprise software environment.
• Strong professional presence with the ability to influence without direct authority across multiple teams and stakeholders.
• Excellent written and verbal communication skills, with the ability to engage confidently at both technical and executive levels.
• High degree of organizational skill and attention to detail, with the ability to manage multiple escalations simultaneously.
• Strong problem-solving and critical thinking abilities; able to assess both immediate needs and long-term resolution strategies.
• Experience collaborating with Product, Engineering, Support, and Customer Success teams in a fast-paced environment.
• Comfort working with ambiguity, stress, and high-visibility scenarios where customer trust and business impact are at stake.
• Self-sufficient and proactive, able to operate with minimal supervision while driving alignment and action. A customer-first mindset paired with persistence, empathy, and professionalism.