Lead Escalation Manager

Take full ownership of escalated customer engagements, setting expectations and leading communication across clients, internal teams, and executives. Define and track key issues, establish resolution plans, and maintain detailed updates. Lead customer and internal meetings, providing clear agendas, summaries, and progress reports. Coordinate resources across technical, engineering, and support teams--often influencing without direct authority. Act as customer advocate with Engineering and other internal stakeholders. Ensure consistent, proactive communication until issues are resolved and customers return to standard support. 3+ years of direct customer management or account support experience. Ability to manage multiple complex accounts simultaneously, while adapting to varied challenges. Experience with enterprise SaaS solutions and/or Atlassian products (Jira, Confluence).