Account Escalation Manager

About Salesforce

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The Critical Incident Center Escalations team handles two distinct functions, Escalations and BaseCamp intake cases.

Escalations result from customer escalations related to products, services, account management, customer experience, adoption, and renewal-related topics, including executive escalations from our C-suite stakeholders. This team brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. Depending on the type of escalation and the level of engagement needed per customer, the Escalation Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue.

Responsibilities

• Lead cross-functional teams to collaborate, drive prioritization, analyze, and resolve complex issues, ensuring the highest level of client satisfaction.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate effectively with team members and stakeholders.
• Develop and nurture trusted relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.
• Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.
• Understand the impact of each escalation on our business and use this to aid in quantifying the need for resources from other teams.
• Track and communicate status and resolution to clients and Salesforce personnel in a factual, professional, timely, and consistent manner.
• Utilize root cause analysis and trend reporting to solicit and drive broader resolutions.
• Define action plans and ensure follow-through with complete documentation to issue closure.
• Structure complex and potentially charged business issues for senior leadership and and serve as a thought partner in problem-solving the issue.

Requirements

• BA/BS degree preferred and/or equivalent work experience
• 6+ years of experience in account management, project management, escalation management, and/or technical support.
• Proficient in utilizing Salesforce instance tools (i.e., Accounts, Opportunities, Cases, Reporting, Dashboards).
• Proficient in Google apps (Slides, Sheets, etc.).
• Strong working knowledge of Quip and Slack preferred.
• Ability to write and speak to an executive audience.
• Demonstrate superior customer service skills, including the ability to set expectations, communicate clearly, confidently, timely, and respectfully with customers.
• In-depth knowledge of the digital marketing space and the ability to recognize and relate to our customer’s specific use cases for utilizing our technology.
• Execute with a sense of urgency, meeting requirements with minimal lead time.
• Act autonomously to meet dynamic demands and lead teams effectively.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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About Us

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.