Welcome to the fast-paced world of Salesforce, where innovation and customer success are at the forefront of everything we do. As an Escalation Manager, you will play a crucial role in ensuring our customers receive the best possible support and solutions for their business needs. We are seeking a highly motivated individual with a passion for problem-solving and a strong customer focus. If you thrive in a dynamic environment and have a knack for handling challenging situations with finesse, then we want you on our team! Read on to learn more about the qualifications and responsibilities of this exciting role.
- Manage and resolve complex customer escalations in a timely and efficient manner, ensuring a positive outcome for the customer and the company.
- Serve as the primary point of contact for high priority and sensitive customer issues, demonstrating empathy and professionalism at all times.
- Collaborate with cross-functional teams, including sales, product, and technical support, to identify and implement effective solutions for customer issues.
- Develop and maintain strong relationships with key stakeholders, including customers, to understand their needs and provide proactive support.
- Analyze trends and patterns in customer escalations and work with the team to identify opportunities for process improvement and prevent future escalations.
- Communicate updates and resolutions to customers in a clear and concise manner, managing expectations and ensuring customer satisfaction.
- Monitor and track escalations, providing regular status updates to management and other relevant teams.
- Act as a subject matter expert on Salesforce products and services, staying up-to-date on new features, updates, and best practices.
- Develop and maintain documentation and knowledge base articles to support the resolution of customer escalations.
- Mentor and train team members on escalation management processes and best practices, promoting a culture of continuous learning and improvement.
Strong Communication And Interpersonal Skills: As An Escalation Manager At Salesforce, It Is Essential To Have Excellent Communication And Interpersonal Skills To Effectively Communicate With Both Internal Teams And External Customers. This Includes The Ability To Listen Actively, Handle Difficult Conversations, And Maintain A Professional Demeanor At All Times.
Technical Knowledge And Troubleshooting Skills: The Escalation Manager Must Have A Strong Technical Background And Be Able To Understand Complex Technical Issues To Provide Effective Solutions. This Includes Having A Thorough Understanding Of Salesforce Products And Services, As Well As The Ability To Troubleshoot And Resolve Technical Issues Quickly.
Customer Service Experience: The Ideal Candidate For An Escalation Manager Position At Salesforce Should Have Previous Experience In A Customer Service Or Support Role. This Includes A Strong Understanding Of Customer Needs And The Ability To Provide Exceptional Customer Service While Handling Challenging Situations.
Project Management Skills: Escalation Managers At Salesforce Are Responsible For Managing Multiple Escalations Concurrently. Therefore, Strong Project Management Skills Are A Must. This Includes The Ability To Prioritize Tasks, Manage Timelines, And Coordinate With Cross-Functional Teams To Reach Resolution.
Problem-Solving And Decision-Making Abilities: Escalation Managers Must Have Strong Problem-Solving And Decision-Making Skills To Effectively Handle Complex Escalations. This Includes The Ability To Analyze Data, Identify Trends, And Make Decisions That Align With Company Policies And Customer Satisfaction.
Communication
Time Management
Crisis Management
Conflict Resolution
Relationship Building
Team Leadership
Problem-Solving
Adaptability
Multi-tasking
Customer advocacy
Decision-Making
Technical Knowledge
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Escalation Manager in Atlanta, GA, USA is $80,000 to $120,000 per year. This may vary depending on factors such as experience, education, and the specific industry or company the Escalation Manager is working in.
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Salesforce.com, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer-relationship management service and also sells a complementary suite of enterprise applications focused on customer service, marketing automation, analytics, and application development.
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