Salesforce
Location
Bellevue, WA | United States
Job description
Job Title: Vice President, Customer Escalations
Location: AMER region
Reports To: Senior Vice President, Critical Incident Center, Customer Success
Role Description:
The Salesforce Critical Incident Center is looking for a Vice President of Customer Escalations to manage a global program focused on delivering an unparalleled customer experience. If you have shown experience in applying strong technical consultative skills, including business acumen, customer empathy, and the ability to influence and partner, this could be your match. We are looking for a leader that is independent, self-motivated, proactive, results-oriented and thrives in a dynamic, global, and fluid environment.
As a leader of Customer Escalations reporting to the Senior Vice President of the Critical Incident Center, you will grow, develop, and motivate a team of support and customer success experts. You will drive our Escalations strategy across the entire Salesforce portfolio and contribute to the global Support vision. You’ll manage the day-to-day operations of the Escalations team and collaborate with key stakeholders from support, customer success, engineering, and both product and account management to deliver an amazing experience for all our customers.
Experience/Skills Required:
As the leader of Customer Escalations, we expect you to:
Assume responsibility and accountability for a centralized escalations desk that functions across the entire Salesforce portfolio
Provide actionable intelligence and insights via thorough analysis and assessment of all escalation data that comes through that desk
Make data-driven decisions on continuous improvement for our escalations programs based on that analysis and insights
Contribute to the global support vision
Develop initiatives and programs that improve the support and success experience for all customers
Act as an escalation point for high-severity customer issues that arise directly from customers or from other Salesforce functions
Build supportive and effective trust relationships across the organization
Align the team goals with the company's vision, mission, and objectives
Provide daily operational leadership across the Critical Incident Center organization
Develop, monitor, and report on critical measurements and metrics that drive high levels of customer satisfaction
Work closely with different stakeholders across the global business to provide an amazing service to our customers by addressing their issues and ensuring they get the best value from their Salesforce investment
Take an active role in hiring, managing, and mentoring teams where individuals can do the best work of their careers
Lead the organization through change and ensure your team members are enabled and empowered
Establish outstanding, collaborative relationships with Engineering, Product Management, and Infrastructure teams to address top case drivers and to respond effectively to escalated issues
Build highly effective relationships with peers on the global Support, Customer Success, Services, and Renewals leadership teams
Engage directly with customers to listen to – and action – their feedback
Have a beginner’s mindset
Embody the corporate values of Trust, Customer Success, Innovation, Sustainability, and Equality.
Use a strong analytical approach to drive continuous improvement in ambiguous and fast-paced environments
Required Qualifications:
15+ years experience in an enterprise technical support environment, handling complex customer issues and situations
10+ years leading global teams, interacting with both internal and customer executives
Minimum of a Bachelor's degree is mandatory
Experience with service organizations including support, success, and training
Strong technical and finance acumen, with a demonstrated ability to run and lead complex central functions
The ability to drive change through various stakeholders across the business
Proven track record to lead highly cross-functional teams across a global organization
Strong project management skills, with the ability to prioritize and drive success across multiple large-scale initiatives
Strong core values, high ethical standards, and sound judgment
Effectively champion the diversity of team, thought, and opinion
Excellent written and oral communication skills; able to convey complex ideas strategically and concisely at all levels
Familiarity with Salesforce, as a user, admin, or developer
Strong public speaking abilities
Ability to balance multiple priorities while staying calm and bringing the right focus
Adapt to – and thrive in – periods of uncertainty and change
Critical thinking skills
Ability to influence others, including senior management
Ability to handle conflict and drive agreement on decisions
A strong, data-driven methodology to drive problem resolution and decision-making
Ability to proactively identify risks and dependencies as well as develop strategies to mitigate them
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
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