Sev1 Escalation Manager

Salesforce

Not specified, Not specified, US
Base: $117,400 - $177,600 annually (select cities:...
Fully remote
Sev1 escalation management
Critical incident commander
Hands-on issue management
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 annually); Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Sev1 Escalation Management
  • Critical Incident Commander
  • Hands-on issue management
  • Executive communication skills
  • Cross-functional collaboration
  • Customer satisfaction focus

Nice-to-have

  • Proactive problem-solving
  • Operational rigor
  • Service-oriented demeanor
  • Adaptability and flexibility
  • Technical literacy

Key Requirements

  • 9+ years technical support experience
  • 5+ years support management experience
  • Critical issue management experience
  • Incident response experience
  • Degree or equivalent relevant experience

Work Rights

Not specified

Tailored Resume

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