# Escalation Manager

**Company**: Salesforce
**Location**: Chicago, Illinois
**Experience**: senior
**Job type**: full-time
**Salary**: $94,000 - $177,600 annually
**Category**: Operations
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Illinois---Chicago/Escalation-Manager_JR367508-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/escalation-manager-ae77b617-70d/

## Description

## About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.

## Role Overview

The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly.

You will build strong relationships with customers and with teams across Salesforce. These include Support for all cloud products, Engineering (Site Reliability, Customer Centric Engineering, Technology Communications, Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.

The role has an operational focus on prevention. You will learn from cases and incidents and partner with other teams on initiatives that reduce or eliminate customer impact.

## Key Responsibilities

- Own critical issues and Sev 1s across all clouds, and drive them to resolution with the appropriate teams.

- Represent Salesforce on customer bridges and engage customers to drive operational excellence.

- Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

- Coordinate warm handoffs with other GEO and weekend escalation managers.

- Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment.

- Lead retrospectives to identify process improvements, and continuously improve service delivery.

- Deliver operational reports with qualitative and quantitative analysis of business performance.

## Qualifications

- Degree or equivalent practical experience.

- 7+ years in a technical support environment, handling highly sophisticated issues.

- 5+ years in support management, critical issue management, and incident response in a high-growth software or hardware technology organization.

- Strong cloud and infrastructure technology and delivery experience.

Technical literacy is required, and deep knowledge of multi-tenant cloud systems and complex infrastructure is highly desirable.

- Experience managing customer concerns across multiple partners, including customers and product teams.

- Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).

- Understanding of Salesforce product offerings is strongly preferred.

## Core Skills & Competencies

- **Incident command:** Leads and prioritizes multiple critical issues at once, remotely and on customer bridges, with a high level of operational urgency.

- **Executive communication:** Exceptional C-level written and verbal skills.

- **Collaboration and influence:** Builds productive relationships across the Critical Incident Center, partner organizations, and matrixed teams.

- **Project management and rigor:** Strong operational discipline, with the ability to lead cross-functional work to results.

- **Ownership:** Self-motivated and takes initiative.

- **Service mindset:** Customer-centric and focused on quality of service and continuous improvement.

## What We're Looking For

We want someone who balances strategic thinking with operational execution, and who:

- Thrives under pressure.

- Thinks in root causes.

- Designs bespoke solutions.

- Builds trust in tough moments.

- Operates with urgency and autonomy.

- Orchestrates across teams.

- Challenges the status quo.

- Embraces AI and new technology.

## Benefits

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

## Salary Range

The typical base salary range for this position is $94,000 - $177,600 annually.

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## Skills

### Required
- incident management
- cloud technology
- infrastructure
- technical support
- customer success

### Nice to have
- ITIL
- NIMS
- NIST
- SANS

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Illinois---Chicago/Escalation-Manager_JR367508-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)