Escalation Manager - CIC



Multiple locations
Posted on Tuesday, April 2, 2024

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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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.

The Critical Incident Center Escalations team handles customer escalations resulting from product, services, account management, customer experience, adoption and renewal-related topics. 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.


  • Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of client satisfaction.

  • Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.

  • Develop 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 to 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.

  • Draw on root cause analysis and trend reporting to solicit and drive broader resolutions.

  • Define action plans and follow through with complete documentation to issue closure.

  • Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.


  • BA/BS degree preferred with a strong academic record

  • 5+ years of account management, consultation, project management, escalation management and/or technical support experience

  • Ability to use Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).

  • Proficient in Google apps (slides, sheets etc..)

  • Solid understanding of Quip and Slack preferred

  • Advanced ability to write and speak to an executive audience.

  • Demonstrate outstanding customer service, including the ability to set expectations, communicate clearly, expertly, timely and respectfully with customers.

  • Knowledge of the digital marketing space and ability to recognize and relate to our customer’s specific use cases for applying our technology.

  • Implement with a sense of urgency, meeting requirements with minimal lead time

  • Act autonomously to meet dynamic demands


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Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $100,100 to $137,600.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: