Global Technical Success & Escalation Manager - Remote

GN Group • Chicago, IL

11d • $100,000 - $140,000 • Remote

About The Position

We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here.

Requirements

• 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment.
• Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure.
• Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way.
• Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D.
• Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments.
• Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO.
• Experience producing executive-facing RCAs, incident communications, and escalation status reports.
• Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency.
• Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one.

Nice To Haves

• Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct).
• Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems.
• ITIL certification or demonstrated knowledge of ITIL service management frameworks.
• Experience working in a globally distributed team across multiple time zones.
• Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent).
• Understanding of enterprise network best practices and experience working with enterprise IT organizations

Responsibilities

• Escalation Ownership & Management Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem.
• Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources.
• Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines.
• Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue.
• Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders.
• Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution.
• Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines.
• Cross-Functional Stakeholder Navigation Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on.
• Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers.
• Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization.
• Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support.
• Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents.

Benefits

• Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges.
• Be part of a close-knit global team that values technical depth, customer empathy, and accountability.
• Competitive compensation package including base salary, performance bonus, and comprehensive benefits.
• Flexible remote-first work model with a culture that trusts you to own your outcomes.
• A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed