Critical Incident Center, Executive Escalations Manager

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Job CategoryCustomer Success GroupJob Details

The Critical Incident Center, Executive Escalations Manager, is a highly customer-focused, operational leader responsible for flawlessly executing world-class, critical escalation response with a high sense of urgency. As a Customer Success Group and Critical Incident Center team member, the Executive Escalations Manager should have strong technical knowledge of complex SaaS systems and deep experience leading the internal and external rapid response to complex escalations.

The Critical Incident Manager is a crucial driver for high severity and executive-level customer escalations. This responsibility includes collaborating and partnering with the entire organisation to drive action and foster collaboration through communication to drive resolution. The Critical Incident Manager is both technically competent and business-oriented.

Salesforce is the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. We are searching for a strong incident leader to join our Global Critical Incident Center and drive escalations to resolution with our continued rapid growth.

Key Responsibilities

• Ensure the flawless execution of the escalation incident resolution process, with transparent communication that drives very high internal/external customer satisfaction levels
• Works directly with customers as an escalation point of contact in certain circumstances to provide assurance and resources as needed
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­ with a goal to minimising or preventing future escalations
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure alignment across the business
• Represents CSG as the initial single on-point contact for any confirmed or potential escalation raised by any individual within the organisation, and ensures interested parties and executives are alerted via an internal executive-facing Chatter group or slack channel
• Addresses incoming escalations from executives or receptionists and organises the appropriate resources/teams to help drive resolution
• Handles any multi-customer issues by posting to a company-wide Chatter group, ensuring resources keep customers updated and pull in the appropriate parties as needed
• Identify opportunities for customers for support level alignment based on customer needs and requirements, specifically the necessity of supporting business-critical activities
• Cross collaborate with teams within the Critical Incident Center to ensure the proper handoff and smooth transition between teams
• Build a network of contacts across the organisation to understand the roles and responsibilities of groups that to bring in to solve an escalation
  

Minimum Requirements

• BS or MS in Computer Science or a related technical area
• 5+ years experience in a technical support environment, handling highly complex issues
• 5+ years managing, coordinating, and ensuring resolution on executive-facing escalations
• 3+ years at the Management level, preferably managing individual contributors
• Outstanding communication skills at the C-Level: Both Written and Verbal Communications
• Deep experience leading and responding to complex critical incidents
• Strong operational and services experience in a cloud services delivery environment
• Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
• Provide mission-critical support to large enterprise customers
• Previous experience directing and maximising the benefits of collaborating with global teams
• Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities
  

Specific Skills

• Customer-centric attitude and focus on providing best-in-class service for customers and stakeholders
• Executes with a high level of operational urgency with an ability to maintain calm and work closely with a team and stakeholders during a critical situation
• Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration
• Must have expertise in managing enterprise-level escalations, including managing, prioritising, and delegating multiple escalations at once
• Has experience collaborating and communicating on an executive-level
• Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure is highly desirable
• A team player who is influential and builds good working relationships across all functions, with demonstrable experience developing and maintaining productive relationships across organisations to ensure that business initiatives are completed and business objectives are achieved
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
  

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