Salesforce is hiring an Escalations Manager to join the Red Account Program, delivering world-class escalation and risk management. You will be instrumental in driving resolution for high-risk customer situations to prevent dissatisfaction and mitigate attrition.

What You'll Do

Collaborate with internal teams to drive prioritization, analyze, and resolve complex issues, ensuring the highest level of customer satisfaction.
Operate efficiently in a demanding environment, maintaining composure, demonstrating leadership, and communicating clearly.
Develop trusted relationships with leadership across the organization, knowing when and how to effectively include executives for awareness and action.
Provide consultative advice during issues based on cross-functional knowledge and historical resolution patterns.
Understand the business impact of each escalation to quantify the need for resources from other teams.
Track and communicate status and resolution to customers and internal Salesforce personnel in a factual, professional, timely, and consistent manner.
Draw on root cause analysis and trend reporting to identify and drive systemic change across the company.
Structure complex and potentially charged business issues for senior leadership, serving as a thought partner in problem-solving.
Enable people and organizations unfamiliar with the program, serving as a trainer and evangelist for Red Account processes.

What We're Looking For

7+ years of experience in account management, consultation, project management, escalation management, and/or technical support.
Proficiency in utilizing Salesforce tools, including Reporting, Dashboards, AI tools, and Slack.
Advanced ability to write and speak to an executive audience.
Superior customer service skills, including clear, confident, timely, and respectful communication.
Knowledge of the Salesforce ecosystem and the ability to relate to customer use cases for our technology.
Ability to execute with a sense of urgency, meeting requirements with minimal lead time.
Capacity to act autonomously to meet dynamic demands.

Nice to Have

A BA/BS degree with a strong academic record.

Technical Stack

Salesforce tools: Reporting, Dashboards, AI tools, Slack

Team & Environment

You will be part of the Red Account Management team within the Red Account Program.

Benefits & Compensation

Time off programs
Medical, dental, vision, and mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Compensation: For Washington-based roles: $127,200 to $174,900. For Massachusetts-based roles: $127,200 to $174,900.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.