Escalations Senior Analyst, Weekends

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Job Category
Program & Project Management

Job Details

About Salesforce

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The Escalations Senior Analyst, Weekends, is part of the Critical Incident Center (CIC) team, a highly customer-focused and hands-on operational role.

• The role is responsible for providing weekend leadership to Salesforce's Support management function and driving enterprise-wide Critical Incident Response and escalations.
• The CIC team leads the Corporate Incident Response, with flawless execution of our incident playbooks, ensuring we respond as one company focused on restoring service rapidly with minimal customer impact. In this role, the Senior Analyst will support weekend staff and drive customer-impacting cases to appropriate resolution and incidents to service restoration.
• The Senior Analyst executes the Weekend Leadership program through preparation and planning, balancing authoritative and collaborative operational modes based on the situation, in a hands-on capacity.
• The Senior Analyst will build strong relationships with stakeholders, including; the Support teams across all cloud products, Customer Success team, Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.
• The successful candidate will have experience in interacting with customers, working with leaders, responding to escalations and incidents, working hands-on with the team, and managing stress and ambiguity. This role brings an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that will reduce or eliminate impact to our customers.
• The successful candidate will work with the Director to build a work schedule to provide seamless follow-the-sun weekend coverage.

Key Responsibilities:

• Own the weekend leadership for Salesforce's Support Management and Corporate Incident Response.
• Hands-on escalation manager for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.
• Own and engage in the Critical Incidents Represent Salesforce on customer bridges and webinars.
• Lead the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Work with the Pillars to analyze case and incident trends for continuous improvement.
• Engage with stakeholders to drive operational excellence through the weekend Drive consistently high levels of internal/external customer satisfaction.
• Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.
• Continuously raise the bar on customer service delivery excellence.

Note: This role covers weekends and the work hours are as follows:

• Friday/Saturday/Sunday: 8am - 8pm
• Monday: 8am - 12pm

Experience / Skills Required:

• 6+ years of experience in technical support, escalation management, and incident response in a high-growth software/hardware technology organization.
• Highly collaborative and diplomatic; curious, patient, open, and honest; able to develop strong working relationships across matrixed teams.
• Exceptional written and verbal communication skills. Can create and tailor communications appropriate for the audience and the situation.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience. Focused on quality of service, and process development with continuous improvement.
• Preemptive problem-solver engaged both strategically and tactically.
• Strong cloud and infrastructure technology and delivery experience.
• Strong escalation management experience with multiple stakeholders, including customers and product teams.
• Understanding of Salesforce product offerings is strongly preferred.
• Intense operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.
• Strong customer-facing experience, bridge management, Incident Command Self-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision.
• Deliver operational reports that provide qualitative and quantitative analysis of business performance.

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.

Accommodations

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $94,000 - $142,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.