Manage critical customer escalations across EMEA, coordinating Support, Engineering, Product, Customer Success, sales, partners, and executives. Establish action plans, communication cadences, stakeholder roles, and resolution milestones. Lead risk mitigation, post-mortems, lessons-learned reviews, and preventive action tracking. Identify recurring escalation themes and drive improvements in products, processes, communication, and operational readiness while maintaining customer trust during high-pressure situations.