Account Escalation Manager

Salesforce Escalation Manager

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? 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

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. 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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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 .