Escalation Manager
About The Position
The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly. The role is hands-on and balances authoritative and collaborative approaches depending on the situation. The manager builds strong relationships with customers and teams across Salesforce, including Support for all cloud products, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management. The role has an operational focus on prevention: learning from cases and incidents and partnering with other teams on initiatives that reduce or eliminate customer impact.
Requirements
- Degree or equivalent practical experience.
- At least 7 years in a technical support environment handling highly sophisticated issues.
- At least 5 years in support management, critical issue management, and incident response in a high-growth software or hardware technology organization.
- Strong cloud and infrastructure technology and delivery experience; technical literacy is required.
- Experience managing customer concerns across multiple partners, including customers and product teams.
- Familiarity with incident management frameworks such as ITIL, NIMS, NIST, or SANS.
- Exceptional C-level written and verbal communication skills, with the ability to tailor messages and explain technical issues to engineers and executives.
- Strong incident command, collaboration and influence, project management, operational discipline, ownership, and customer-service skills.
- Ability to lead multiple critical issues remotely and on customer bridges, prioritize with urgency, and remain composed under pressure.
- Ability to run programs with minimal direction, make decisions amid ambiguity, and proactively escalate obstacles.
Nice To Haves
- Deep knowledge of multi-tenant cloud systems and complex infrastructure.
- Understanding of Salesforce product offerings.
- Experience adopting emerging AI tools and other new technology to solve problems and improve effectiveness.
Responsibilities
- Own critical issues and Sev 1 incidents across all clouds, driving them to resolution with the appropriate teams.
- Represent Salesforce on customer bridges and engage customers to drive operational excellence.
- Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Coordinate warm handoffs with other GEO and weekend escalation managers.
- Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment.
- Lead retrospectives to identify process improvements and continuously improve service delivery.
- Deliver operational reports with qualitative and quantitative analysis of business performance.
Benefits
- Time off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- Employee stock purchasing program
- Potential eligibility for incentive compensation and equity, depending on the role
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
