Escalation Manager

Join Gong as an Escalation Manager, where you will be the key player in resolving critical customer crises. This cross-functional role requires a deep understanding of the Gong platform, the ability to mobilize resources decisively, and the skill to manage senior stakeholders. You will also drive systemic prevention by partnering with R&D and Support leadership, and build the escalation playbook to enhance existing workflows.

• 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).
• 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.
• 5+ Years of Relevant Experience: A proven track record in Technical Account Management (TAM), Enterprise Support Leadership, Incident Management, or Technical Program
• 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
• 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
• 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
• Management (TPM) within a complex B2B SaaS environment
• 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!
• 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
• 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!)
• 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
• 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