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Job Information, Inc Director, Escalation Management in Burlington, Massachusetts

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Job Category

Customer Success Group

Job Details

Job Details

The Red Account Program delivers world-class escalation and risk management that drives the resolution of customer issues and mitigation of risk . Powered by deep analytics , we deliver insights and drive changes across Salesforce that enhance customer success.

The Red Account Management team brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction.


  • Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.

  • Directly manage a team of 5+ individuals

  • Develop and manage strategy for the Red Account Program

  • Key Areas of Responsibility include leadership/management of:

  • Program Strategy

  • Cross-Functional Partnerships

  • Strategic Program Management

  • Process Improvement

  • Management of Key Executive Deliverables

  • Management of Business Isights and Analytics Team

  • Operations Management

  • Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of customer satisfaction.

  • Develop trusted relationships with the leadership team across the organization and within the region.

  • Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.

  • Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.


  • BA/BS degree preferred with a strong academic record

  • 10+ years account management, consultation, risk management, project management, strategic planning, escalation management and/or technical support experience

  • Ability to utilize Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).

  • Demonstrated success in working in a ambiguous environment

  • Advanced ability to write and speak to an executive audience.

  • Demonstrate superior customer service, including the ability to communicate clearly, confidently, timely and respectfully with customers.

  • Knowledge of the digital marketing space and ability to recognize and relate to our customer’s specific use cases for utilizing our technology.

  • Act autonomously to meet dynamic demands.

  • Experience with enterprise level change management (plus)


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