Escalation point for critical customer situations
Leverage the internal, cross-functional community to drive critical situations to resolution
Provide customer-facing updates and internal reporting
Lead cross-departmental process improvement to maximize customer retention
Drive process improvement as part of the overall Services group
Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization
Coordinate and research incident root cause and generate customer-facing cause analysis document
Evaluate customer request for service level agreement violations
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Participate in on-call support 24x7 rotation as assigned

Bachelor’s Degree or equivalent
A minimum of 7+ years’ customer service experience with an escalation management background
An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
Strong knowledge of Salesforce service cloud-based system
Strong business and management acumen
Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
Knowledge of Data/email protection, cloud services, software as a service (SaaS) is preferred
Project Management experience, PMP certification is a plus

Critical Situations and Escalation Manager

Key skills