Escalations Senior Analyst, Weekends

About the role

The Escalations Senior Analyst, Weekends is part of the Critical Incident Center (CIC) team at Salesforce. This role is responsible for providing weekend leadership to Salesforce’s Support management function and driving enterprise-wide Critical Incident Response and escalations.

Responsibilities

• Own the weekend leadership for Salesforce’s Support Management and Corporate Incident Response.
• Hands-on escalation manager for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.
• Own and engage in the Critical Incidents.
• Represent Salesforce on customer bridges and webinars.
• Lead the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Analyze case and incident trends for continuous improvement.
• Engage with stakeholders to drive operational excellence through the weekend.
• Drive consistently high levels of internal/external customer satisfaction.
• Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.
• Continuously raise the bar on customer service delivery excellence.

Requirements

• 6+ years of experience in technical support, escalation management, and incident response in a high-growth software/hardware technology organization.
• Highly collaborative and diplomatic; curious, patient, open, and honest; able to develop strong working relationships across matrixed teams.
• Exceptional written and verbal communication skills. Can create and tailor communications appropriate for the audience and the situation.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Focused on quality of service, and process development with continuous improvement.
• Preemptive problem-solver engaged both strategically and tactically.
• Strong cloud and infrastructure technology and delivery experience.
• Strong escalation management experience with multiple stakeholders, including customers and product teams.
• Understanding of Salesforce product offerings is strongly preferred.
• Intense operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.
• Strong customer-facing experience, bridge management, Incident Command.
• Self-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision.
• Deliver operational reports that provide qualitative and quantitative analysis of business performance.