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Job Category

Program & Project Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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 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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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.