Senior Manager, Escalations

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Job Category
Program & Project Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We are seeking a highly motivated and experienced Manager, Escalations to lead our dynamic team of escalation specialists. This role is critical in ensuring customer satisfaction and maintaining strong client relationships by efficiently and effectively resolving critical issues. The ideal candidate will be a strategic leader with a passion for problem-solving, team development, and leveraging innovative solutions.

Responsibilities

• Lead a team of experienced escalation specialists to accomplish team objectives.
• Engage with team members to document professional goals and provide career mentoring.
• Establish collaborative relationships with leaders in organizations that include Account Success, Support, Renewals, Sales, and CIC.
• Engage with customers and account teams to solve problems quickly and thoroughly.
• Develop innovative projects to further our team's value both externally and internally.
• Drive team initiatives that support quality, consistency, and growth.
• Incorporate AI / automation wherever possible to facilitate workforce scalability.
• Ensure your team manages escalations with effective mitigation, communication, and empathy.
• Update stakeholders and senior leadership on escalations, issue trends, proactive risk identification, and other topics related to their businesses.
• Manage individual performance to ensure all team members are maximizing value and contribution.
• Develop and implement best practices for escalation management, aiming for continuous improvement in resolution times and customer satisfaction.
• Analyze escalation trends to identify root causes and work cross-functionally to implement preventative measures.
• Act as a point of escalation for complex or high-priority customer issues, providing guidance and support to the team.
• Foster a culture of accountability, continuous learning, and customer-centricity within the team.
• Prepare and present regular reports on escalation metrics, performance, and strategic initiatives to leadership.

• Experience in leadership, specifically managing customer-facing or support teams.
• Interest in ongoing professional development and staying abreast of industry best practices.
• Knowledge of AI and a strong desire to explore and implement automation solutions to enhance team efficiency.
• Strong desire to develop talent and a proven track record of mentoring and coaching team members.
• Flexibility to accommodate dynamic customer escalations, including occasional after-hours or weekend availability.
• Responsiveness to urgent requests by executives, colleagues, and customers, demonstrating a calm and effective approach under pressure.
• Exceptional written and verbal communication skills, with the ability to articulate complex issues clearly and concisely to diverse audiences.
• Ability to operate effectively in a fast-paced, high-pressure environment while maintaining a customer-focused approach.
• Proven ability to build strong relationships and influence stakeholders at all levels.
• Demonstrated problem-solving skills with a methodical and analytical approach.

• Bachelor's degree in Business Administration, Computer Science, or a related field (required).
• Master's degree in a relevant field (plus).
• PMP, ITIL, or other relevant customer service/project management certifications (plus).