Gongio
Escalation Manager
Austin | New York City
Sponsorship not specified$105k-$143kDetected 9 days ago
Account ManagementLeadershipCommunicationCollaboration
About the role
- 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.
- For more information, visit www.gong.io.
Responsibilities
- 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
- Build the Escalation Playbook: Mature existing escalation workflows by designing repeatable frameworks, communication templates, and post-mortem processes that upskill frontline GTM teams.
- 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.
- 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).
- Step into highly ambiguous, complex situations, accurately assess technical and business impacts, and deploy engineering or support resources independently without relying on executive intervention.
- 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.
Requirements
- 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 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.
- 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!
- 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.
Skills
- Mental Health benefits with covered therapy and coaching.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Company-wide recharge days each quarter.
- The annual salary hiring range for this position is $105,000 - $143,000 USD.
- All Gong recruiting email communications will always come from the @gong.io domain.
- Any outreach claiming to be from Gong via other sources should be ignored.
- Gong is an equal-opportunity employer.
Compensation
- At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations.
- The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits.
- Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.
- So if this sounds like something that interests you regardless of compensation, please reach out.
- The annual salary hiring range for this position is $105,000 - $143,000 USD.
Benefits
- Paid parental leave to support you and your family.
- Work from home stipend to help you succeed in a remote environment.
- Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location.
Company info
- 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.
- At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations.
This listing is sourced directly from Gongio's careers page and normalized into a canonical job model.