Escalation Manager

Quick Facts

• Role: Escalation Manager

Description

The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly. The role balances authoritative leadership with collaboration across internal teams, with an operational focus on preventing future customer impact through learning from cases and incidents. It includes owning Sev 1s across all clouds, representing Salesforce on customer bridges, coordinating warm handoffs, and delivering operational reporting.

Responsibilities

• Own critical issues and Sev 1s across all clouds, driving them to resolution with the appropriate teams.

• Represent the organization 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 escalation managers.

• Build trusted partnerships across Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership.

• 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 (deep knowledge of multi-tenant cloud systems and complex infrastructure strongly preferred).

• 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 strongly preferred.

Benefits

• Time off programs

• Medical, dental, vision

• Mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program

• Typical base salary range: $94,000 - $177,600 annually (base salary only; may exclude bonus/incentive/equity/benefits as applicable).