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About the Role

The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly. The role is hands-on and balances authoritative and collaborative modes depending on the situation. You will build strong relationships with customers and with teams across Salesforce, including Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management. The role has an operational focus on prevention, learning from cases and incidents to partner on initiatives that reduce or eliminate customer impact.

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.

Requirements

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.

Skills

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. You tailor your message to the audience and explain technical issues to engineers and executives alike.
Collaboration and influence: Builds productive relationships across the Critical Incident Center, partner organizations, and matrixed teams. You influence others to lead projects without formal authority.
Project management and rigor: Strong operational discipline, with the ability to lead cross-functional work to results.
Ownership: Self-motivated and takes initiative. You own outcomes, run programs with minimal direction, and escalate obstacles proactively.
Service mindset: Customer-centric and focused on quality of service and continuous improvement.
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.

Experience Level

7+ years in a technical support environment
5+ years in support management, critical issue management, and incident response

Education Level

Degree or equivalent practical experience

Salary/Compensations

$94,000 - $177,600 annually

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success 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 Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era?
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Salesforce, we believe in equality for all.
We believe we can lead 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, color, national origin, 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 current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.