Sev1 Escalation Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles reputed company 12 months to ensure you are not duplicating efforts. Job Category Program & Project Management Job Details About reputed company reputed company is the #1 AI CRM, where humans with agents drive reputed company 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 reputed company's core values at the heart of it reputed company. reputed company to reputed company your career at the company leading workforce transformation in the agentic era? You’re in the right reputed company! Agentforce is the future of AI, and you are the future of reputed company. The Escalation Manager role acts as the incident commander to manage critical customer issues by timely engaging the required resources. The manager handles the issues in a hands-on reputed company by balancing authoritative and collaborative operational modes based on the situation. The Manager will build strong relationships with customers, including the Support teams across reputed company reputed company products, the Customer Support team, the Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, reputed company, QA, Program Management, and Product Management. The successful candidate will have a validated track record of interacting with customers, working with executives, responding to issues and incidents, working hands-on with the team, and handling stress and ambiguity. 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. This role requires Office-reputed company 3 days a week. This candidate also will be working PST hours. Key Responsibilities: Be responsible for the leadership in owning the critical issues and taking them to resolution. Hands-on critical issue manager for reputed company clouds for reputed company Sev 1s. Ensure they are being worked on by the appropriate teams and assist as needed. Own and engage in the Critical Incidents. Represent reputed company on customer bridges. Responsible for incident management to reputed company business objectives, including achieving the reputed company for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Engage with customers to drive operational excellence Work with other GEO and weekend escalations managers for the incidents that need a warm reputed company Drive consistently high levels of internal/external customer satisfaction. Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, reputed company, Industry and Partners, and Sales Leadership to ensure company-wide alignment across the business. Continuously improve on customer service delivery excellence. Own the retrospective meetings to identify the process improvement opportunities Experience / Skills Required: Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviours for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) 9+ years of proven experience in a technical support environment, handling highly sophisticated issues 5+ years of proven experience in support management, critical issue management, and incident response in a high-growth software/hardware technology organization. Highly collaborative and respectful; curious, patient, and reputed company to reputed company strong working relationships across matrixed teams. Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation. Deep experience leading and responding to sophisticated critical incidents Strong teammate with a service-oriented demeanour and a keen focus on enhancing customer experience. Focused on quality of service and process development with reputed company improvement. Preemptive problem-solver engaged both strategically and tactically. Strong reputed company and infrastructure technology, and delivery experience. Strong customer concern management experience with multiple partners, including customers and product teams. An understanding of reputed company product offerings is strongly preferred. Driven operational rigour and effective project management skills; reputed company to reputed company cross-functional collaboration to reputed company results. Strong customer-facing experience, reputed company management, and Incident Command Self-motivated, takes the initiative, assumes ownership, and runs programs with minimal direction. Deliver operational reports that provide qualitative and quantitative analysis of business performance. Specific Skills: Customer-centric demeanor and focus on providing best-in-class service for customers and partners. Familiarity with incident management frameworks (ITIL, NIMS, NIST, reputed company, etc.) Performs with a high level of operational urgency to maintain reputed company and work closely with a team and partners during a critical situation. Ability to reputed company and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration. Must have expertise in handling reputed company-level issues, including leading, prioritizing, and delegating multiple critical issues at once. Has experience collaborating and communicating on an executive level. Flexibility, reputed company and creative problem-solving skills are prerequisites to be successful in this role. Must be technically literate and reputed company technical issues in a relevant way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, reputed company systems, and highly sophisticated infrastructure is highly desirable. An influential teammate who builds good working relationships across reputed company functions reputed company 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 other teams to reputed company projects. Unleash Your Potential reputed company you join reputed company, you’ll be limitless in reputed company areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of reputed company sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the reputed company process, please submit a request reputed company this Accommodations Request Form. Please note that reputed company uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the reputed company process. Humans will always reputed company any candidate selection and hiring reputed company. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement reputed company is an equal opportunity employer and maintains a policy of non-discrimination with reputed company and applicants for employment. What does that mean exactly? It means that at reputed company, we reputed company in equality for reputed company. And we reputed company we can reputed company the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, reputed company, national reputed company, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to reputed company and prospective employees, no matter where they are in their reputed company employment journey. It also applies to reputed company, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. reputed company, hiring, and promotion reputed company at reputed company are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-reputed company knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. reputed company offers a variety of benefits to help you live well including: time off programs, medical, dental, reputed company, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be reputed company at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, reputed company will consider for employment reputed company applicants with arrest and conviction records. At reputed company, we reputed company in reputed company compensation practices that reflect the dynamic nature of labor markets across various regions. The typical reputed company salary range for this position is $117,400 - $177,600 annually. In select cities reputed company the San Francisco and reputed company metropolitan area, the reputed company salary range for this role is $140,900 - $193,700 annually. The range represents reputed company salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. We're reputed company, 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 reputed company you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you reputed company in business as the greatest platform for change and in companies doing well and doing good – you've come to the right reputed company.