Escalation Manager

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Job Details

The Red Account Program delivers world-class escalationand risk managementthat drives the resolutionof customer issuesand mitigationof risk. Powered by deep analytics, we deliver insightsand drive changesacross Salesforce that enhance customer success.

The Red Account Management team brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. Depending on the type of escalation and the level of engagement needed per customer, a Red Account Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue.

Timings -EMEA

Responsibilities

• When assigned to a Red Account, engage with the customer to assess the situation and begin to define the issue.
• Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of customer satisfaction.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Develop trusted relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.
• Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.
• Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams.
• Track and communicate status and resolution to customer and Salesforce personnel in a factual, professional, timely and consistent manner.
• Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
• Define action plans and follow through with complete documentation to issue closure.
• Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.
• Conduct operational reporting to measure team metrics of success.
• Enable people and organizations who are unfamiliar with Salesforce red accounts, serving as a trainer and evangelist for the program.

Requirements

• Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution partnering with Tech support, product management, R&D, and other internal teams.
• Relevant experience in account management, consultation, project management, escalation management and/or technical support experience
• Ability to utilize Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).
• Advanced ability to write and speak to an executive audience.
• Demonstrate superior customer service, including the ability to communicate clearly, confidently, timely and respectfully with customers.
• Knowledge of the digital marketing space and ability to recognize and relate to our customer’s specific use cases for utilizing our technology.
• Execute with a sense of urgency, meeting requirements with minimal lead time
• Act autonomously to meet dynamic demands.
• Solid experience of project management of business change is an advantage.

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