Sev1 Escalation Manager

Salesforce

United States
Base: $117,400 - $177,600 annually (select cities ...
Fully remote
Sev1 escalation management
Critical incident commander
Customer issue resolution
The Escalation Manager role acts as the incident commander to manage critical customer issues by timely engaging the required resources

Job Summary

  • The Escalation Manager role acts as the incident commander to manage critical customer issues by timely engaging the required resources.
  • The Manager will build strong relationships with customers, including the Support teams across all cloud products, the Customer Support team, the Engineering team, CSIRT, Sales, Consulting, QA, Program Management, and Product Management.
  • This role brings an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that will reduce or eliminate impact to our customers.

Matching Summary

The Escalation Manager role acts as the incident commander to manage critical customer issues by timely engaging the required resources.

Salary

Base: $117,400 - $177,600 annually (select cities $140,900 - $193,700); Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Sev1 Escalation Management
  • Critical Incident Commander
  • Customer Issue Resolution
  • Cross-functional Collaboration
  • Executive Communication

Nice-to-have

  • Proactive Problem Solving
  • Operational Rigor
  • Service Delivery Excellence
  • AI-driven Workforce Transformation

Key Requirements

  • 9+ years technical support experience
  • 5+ years support management experience
  • Critical issue management experience
  • Incident response experience
  • Experience with enterprise-level issues
  • Technical literacy

Work Rights

Not specified

Tailored Resume

Cover Letter