- 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
- 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&
📌 Escalation Manager (Salt)
🏢 Gong
📍 Salt