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Job Category
Program & Project Management
Job Details
About Salesforce
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.
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The Escalation Sr. Analyst plays a critical role in protecting customer relationships and driving resolution on our most complex, high-stakes escalations. Escalations span a broad range of topics including product, implementation, account management,
success plan and support, customer relationship, adoption, and renewal related topics — including executive-level issues from C-suite stakeholders. This role brings strategy, structure, and cross-functional leadership to mitigate business risk and customer attrition in situations that would otherwise result in significant customer dissatisfaction. Depending on the escalation, you'll operate as an internal advisor or work directly with the customer to drive resolution. Note: This is an individual contributor role.
Responsibilities
- Lead end-to-end resolution of complex customer escalations as the primary point of contact for strategic customers and executive sponsors, demonstrating leadership and communicating status and resolution to clients and Salesforce personnel in a factual, qualified, timely, and consistent manner.
- Acknowledge and triage each escalation promptly upon routing, conducting i