COMPLETE Escalations Manager

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About Salesforce

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The Red Account Management team handles customer escalations resulting from product, services, account management, customer experience, adoption and renewal-related topics. 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. 

The Escalation Manager 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 issue and the level of engagement needed per customer, a Red Account Manager will either act as an internal advisor or work directly with the customer on the issue.

RESPONSIBILITIES

Work with internal teams to collaborate, drive prioritization, analyze and resolve sophisticated issues, resulting in the highest level of customer satisfaction.

Enable people and organizations who are unfamiliar with Salesforce Red accounts, serving as a trainer and evangelist for the program.

Conduct operational reporting to measure team metrics of success.

Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.

Define action plans and follow through with complete documentation to issue closure.

Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.

Track and communicate status and resolution to customer and Salesforce personnel in a factual, professional, timely and consistent manner.

Understand the impact of each issue to our business and use this to aid in quantifying the need for resources from other teams.

Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.

Develop positive relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.

Operate efficiently in a fast paced environment, maintain composure, demonstrate leadership, and communicate in an outstanding manner.

REQUIREMENTS

* 8+ years account management, consultation, project management, escalation management and/or technical support experience.

* Act autonomously to meet dynamic demands.

* Complete with a sense of urgency, meeting requirements with minimal lead time.

* Knowledge of the digital marketing space and ability to recognize and relate to our customer s specific use cases for applying our technology.

* Demonstrate superior customer service, including the ability to communicate clearly, confidently, timely and respectfully with customers.

* Advanced ability to write and speak to an executive audience.

* Ability to apply Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).

* Solid experience of project management of business change is an advantage.

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