Escalation Manager

Gong; Salt Lake City (UT); On-site; USD 140,000 - 200,000; Full time

Job summary

Gong is seeking a strategic Escalation Manager to own high-stakes, upmarket customer crises and drive resolution across Go-To-Market, R&D, Product, and Support teams.

You will translate complex technical roadblocks into actionable requirements, mobilize resources, and build proactive triage frameworks to improve the customer experience as Gong scales.

Qualifications

• 5+ years in TAM, enterprise support leadership, incident management, or TPM.
• Experience in complex B2B SaaS environments.
• Ability to translate technical concepts for non-technical stakeholders.
• Strong communication and cross-functional influence.
• Crisis management with high EQ and customer empathy.

Responsibilities

• Orchestrate the Escalation Lifecycle: own high-stakes enterprise account crises and drive cross-functional alignment.
• Bridge the GTM & Technical Divide: liaison between GTM and technical teams with concrete data.
• Decisively Mobilize Resources: assess impacts and deploy engineering or support resources independently.
• Manage Senior Stakeholders: guide internal teams and present root causes and remediation plans to executives.
• Drive Systemic Prevention: work with R&D and Support to turn incidents into proactive insights and improvements.
• Build the Escalation Playbook: design scalable workflows, templates, and post-mortem processes.

Skills

Technical Account Management

Enterprise Support Leadership

Incident Management

Technical Program Management

Tools

APIs

Job description

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

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, and masterfully manage both internal and external stakeholders. Crucially, you will analyze incident trends to build proactive triaging frameworks, optimize cross-team collaboration, and 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