Hybrid Account Escalation Manager

at Salesforce

• Job title: Account Escalation Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Indianapolis, United States

About the role

• Escalation Manager at Salesforce leading teams to resolve complex client issues and ensure satisfaction. Collaborating across functions and providing consultative advice to leadership on escalations.

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.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program