Enterprise Escalation Manager: Crisis Resolution

Gong.io; New York, Austin (NY, TX); On-site; USD 105,000 - 143,000; Full time

Benefits offered by this job

Medical/dental/vision

Wellbeing stipend

Mental health benefits

401(k)

Education stipend

Flexible vacation

Parental leave

Recharge days

Work from home stipend

Job summary

Gong is seeking a strategic Escalation Manager to own and orchestrate high‑stakes enterprise account crises across GTM, R&D, Product and Support. You will translate complex roadblocks into actionable requirements, marshal cross‑functional resources, and guide stakeholders to timely, data‑driven resolutions.

In this highly visible role, you will build escalation playbooks, analyze incident trends, and shape long‑term improvements that safeguard Gong’s revenue retention and customer experience for

Qualifications

• 5+ years in TAM, Enterprise Support Leadership, Incident Management, or TPM in a complex B2B SaaS environment.
• Ability to translate technical concepts to non-technical stakeholders.
• Strong communication to align teams with varying levels of technical proficiency.
• Calm, authoritative leadership during high-stakes enterprise crises.
• Customer empathy guiding partnerships over transactional support.

Responsibilities

• Orchestrate escalation lifecycle for high-stakes enterprise crises and drive cross-functional alignment.
• Bridge GTM and technical teams to ensure clear, data-driven resolutions.
• Mobilize resources and deploy engineering or support without executive escalation.
• Guide internal teams and present root causes and remediation plans to leadership.
• Develop proactive incident insights and drive long-term product/infrastructure improvements.
• Build and mature escalation workflows, playbooks, and post-mortems.

Skills

Years of experience

Technical literacy

Communication skills

Crisis management

Customer empathy

Cross-functional influence

Root-cause mentality

Impact-driven

Strategic thinking

Enterprise SaaS

Job description

Gong is seeking a strategic Escalation Manager to own and orchestrate high‑stakes enterprise account crises across GTM, R&D, Product and Support. You will translate complex roadblocks into actionable requirements, marshal cross‑functional resources, and guide stakeholders to timely, data‑driven resolutions.

In this highly visible role, you will build escalation playbooks, analyze incident trends, and shape long‑term improvements that safeguard Gong’s revenue retention and customer experience for