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Executive Escalations Manager



Dublin, Ireland
Posted on Monday, November 20, 2023

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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 Critical Incident Center, Executive Escalations Manager, is a highly customer-focused, operational leader responsible for flawlessly implementing world-class, c escalation response with a high sense of urgency. As a Customer Success Group and Critical Incident Center team member, the Executive Escalations Manager should have strong technical knowledge of sophisticated SaaS systems and deep experience leading the rapid response.

You will be a crucial driver for high severity and executive-level customer issues. This responsibility includes collaborating and partnering with the organization to drive action and foster collaboration through communication to drive resolution. The Executive Escalations Manager is both technically competent and business-oriented.

Salesforce is the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. We are searching for a strong incident leader to join our distributed team drive issues to resolution.

Key Responsibilities:

  • Ensure the flawless execution of the executive escalation incident resolution process, with clear communication that drives very high internal/external customer satisfaction levels.

  • Works directly with customers as a point of contact in certain circumstances to provide assurance and resources as needed.

  • Lead multi-functional post-incident process reviews to ensure continuous improvement of operations and execution­ with a goal to minimizing or preventing future critical issues.

  • Closely partner with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales leadership to ensure alignment across the business.

  • Represents CSG as the initial single on-point contact for any confirmed or potential issue raised by any individual within the organization and ensures interested parties and executives are alerted via an internal executive-facing Slack channel.

  • Addresses incoming concerns from executives or receptionists and organizes the appropriate resources/teams to help drive resolution.

  • See opportunities for customers for support level alignment based on customer needs and requirements, specifically the necessity of supporting business-critical activities.

  • Cross collaborate with teams within the Critical Incident Center to ensure the proper handoff and smooth flow across teams.

  • Build a network of contacts across the organization to understand the roles and responsibilities of groups that to bring in to solve an issue.

Minimum Requirements:

  • 5+ years experience in a technical support environment, handling highly sophisticated issues.

  • 5+ years running, coordinating, and ensuring resolution on executive-facing escalations.

  • Previous incident management experience

  • Outstanding communication skills at the c-level: Both written and verbal communications

  • Deep experience leading and responding to critical incidents

  • Operationally solid and services experience in a cloud services delivery environment

  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment

  • Provide critically important support to large enterprise customers.

  • Previous experience advising and enhancing the benefits of collaborating with teams.

  • Practical experience managing multiple support teams, with a solid understanding of all technical support functions and related engineering responsibilities.

Specific Skills:

  • Customer-centric demeanour and focus on providing best-in-class service for customers and collaborators.

  • Performs with a high level of operational vitality to maintain calm and work closely with a team and collaborators 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

  • 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 management. Technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.

  • Influential teammate that builds working relationships across all functions within the Critical Incident Center and our partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.

  • Excellent project management skills, including the ability to influence teams to handle projects.


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