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Salesforce.com, Inc Director, Escalation Management in Burlington, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

Responsibilities

  • 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.

Requirements

  • 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)

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

As a federal contractor, Salesforce is required to verify that all US-based employees are fully vaccinated against COVID-19. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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