Escalation Manager

6 months ago

Sydney, Australia Salesforce Full time

Job Category

Operations

Job Details

**About Salesforce**

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 Escalation Manager role acts as incident commander to run the critical customer issues by timely engaging the required resources. The manager handles the issues by balancing authoritative and collaborative operational modes based on the situation, in a hands-on capacity.

The Manager will build strong relationships with customers, including; the Support teams across all cloud products, Customer Support team, Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.

**Key Responsibilities**:

- Be responsible for the leadership for leading the critical issues and take them to resolution.
- Hands-on critical issue manager for all clouds for all Sev 1s and Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.
- Own and engage in the Critical Incidents
- Represent Salesforce on customer bridges.
- Own the incident management to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Engage with customers to drive operational excellence
- Work with other GEO and weekend escalations managers for the incidents need warm handoff
- Drive consistently high levels of internal/external customer satisfaction.
- Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.
- Continuously improve on customer service delivery excellence.
- Own the retrospective meetings to identify the process improvement opportunities

**Experience / Skills Required**:

- Experience in a technical support environment, handling highly sophisticated issues
- Demonstrated ability to in support management, critical issue management, and incident response in a high-growth software/hardware technology organization.
- Highly collaborative and respectful; curious, patient, and able to develop strong working relationships across matrixed teams.
- Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.
- Deep experience leading and responding to sophisticated critical incidents
- Strong teammate with a service-oriented demeanor and a keen focus on enhancing customer experience.
- Focused on quality of service, process development with continuous improvement.
- Preemptive problem-solver engaged both strategically and tactically.
- Strong cloud and infrastructure technology and delivery experience.
- Strong customer concern management experience with multiple partners, including customers and product teams.
- Understanding of Salesforce product offerings is strongly preferred.
- Driven operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.
- Strong customer-facing experience, bridge management, Incident Command
- Self-motivated takes the initiative, assumes ownership, and runs programs with mínimal direction.
- Deliver operational reports that provide qualitative and quantitative analysis of business performance.

**Functional Skills**:

- Customer-centric demeanor and focus on providing best-in-class service for customers and partners.
- Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.)
- Performs with a high level of operational urgency to maintain calm and work closely with a team and partners during a critical situation.
- Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration.
- Must have expertise in handling enterprise-level issues, including leading, prioritizing, and delegating multiple critical issues at once.
- Has experience collaborating and communicating on an executive-level.
- Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
- Must be technically literate and articulate technical issues in a relevant way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, cloud systems, and highly complex infrastructure is highly desirable.
- Influential teammate that builds goo

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