Escalations Senior Analyst

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

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 Escalation Manager serves as the primary owner and accountable party for orchestrating the resolution of critical, high-impact customer escalations. This role requires leading cross-functional teams through influence and deep expertise to achieve predictable outcomes, restore customer confidence, and mitigate business risk in high-visibility, time-sensitive situations. This is a non-people management role, focusing purely on expert leadership and driving resolution.

Key Responsibilities

• Own the end-to-end lifecycle of complex/critical customer escalations, serving as the primary point of coordination across Support, Engineering, Product, Sales, and Customer Success.
• Lead and influence cross-functional teams to drive prioritization, clarity, and timely resolution without formal authority.
• Define clear action plans, success criteria, and exit conditions for each escalation.
• Operate effectively under pressure, maintaining composure, sound judgment, and strong leadership in demanding environments.
• Communicate escalation status, risks, and resolution plans to customers and internal stakeholders in a clear, factual, timely, and professional manner.
• Structure complex and potentially sensitive issues into executive-ready summaries, decision points, and action plans.
• Build and maintain trusted relationships with senior leadership; know when and how to engage executives to drive awareness, alignment, and action.
• Assess and articulate the business impact of escalations, including customer risk, operational impact, and potential attrition.
• Provide consultative guidance based on deep cross-functional knowledge, historical resolution paths, and best practices.
• Use data, trends, and business context to justify prioritization and resource engagement from partner teams.
• Participate in root cause analysis to identify systemic issues contributing to escalations.
• Track patterns and trends across escalations to drive broader, long-term improvements.
• Ensure consistent governance, follow-through, and complete documentation from initiation through closure.

Requirements

• BA/BS degree preferred and/or equivalent work experience 
• 6+ years of experience in account management, project management, escalation management, and/or technical support.
• Proficient in utilizing Salesforce instance tools (i.e., Accounts, Opportunities, Cases, Reporting, Dashboards).
• Proficient in Google apps (Slides, Sheets, etc.).
• Strong working knowledge of Quip and Slack preferred.
• Ability to write and speak to an executive audience.
• Demonstrate superior customer service skills, including the ability to set expectations, communicate clearly, confidently, timely, and respectfully with customers.
• In-depth knowledge of the digital marketing space and the 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 and lead teams effectively.

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

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

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.