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Job Category

Operations

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Red Account Program delivers world-class escalation and risk management that drives the resolution of customer issues and mitigation of attrition 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. Depending on the type of escalation and the level of engagement needed per customer, a Red Account Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue.

Responsibilities

Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of customer satisfaction.
Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
Develop trusted relationships with the leadership team across the organization and within the region. Know when, how, and the most effective ways to include executives for awareness and action.
Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.
Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams.
Track and communicate status and resolution to customer and Salesforce personnel in a factual, professional, timely and consistent manner.
Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.
Enable people and organizations who are unfamiliar with Salesforce red accounts, serving as a trainer and evangelist for the program.
Requirements
Proven account management, consultation, project management, escalation management and/or technical support experience
Proficiency in utilizing Salesforce tools (i.e. Reporting, Dashboards, AI tools, Slack, etc.).
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.
Proven ability to influence and drive alignment across diverse teams and stakeholders.
Knowledge of the Salesforce ecosystem and ability to recognize and relate to our customer’s specific use cases for utilizing our technology.
Execute with a sense of urgency, meeting requirements with minimal lead time
Act autonomously to meet dynamic demands.
Preferred
Fluency in French and/or German languages is highly preferred
Strong commercial acumen with the ability to identify strategies to improve customer and business outcomes.

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Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Escalations Manager

Job Description