Salesforce Senior Manager Escalations 

Ireland, Dublin 

625554155

Job Category

Job Details

Responsibilities

• Lead a team of experienced escalation specialists to accomplish team objectives.
• Engage with team members to document professional goals and provide career mentoring.
• Establish collaborative relationships with leaders in organizations that include Account Success, Support, Renewals, Sales, and CIC.
• Engage with customers and account teams to solve problems quickly and thoroughly.
• Develop innovative projects to further our team's value both externally and internally.
• Drive team initiatives that support quality, consistency, and growth.
• Incorporate AI / automation wherever possible to facilitate workforce scalability.
• Ensure your team manages escalations with effective mitigation, communication, and empathy.
• Update stakeholders and senior leadership on escalations, issue trends, proactive risk identification, and other topics related to their businesses.
• Manage individual performance to ensure all team members are maximizing value and contribution.
• Develop and implement best practices for escalation management, aiming for continuous improvement in resolution times and customer satisfaction.
• Analyze escalation trends to identify root causes and work cross-functionally to implement preventative measures.
• Act as a point of escalation for complex or high-priority customer issues, providing guidance and support to the team.
• Foster a culture of accountability, continuous learning, and customer-centricity within the team.
• Prepare and present regular reports on escalation metrics, performance, and strategic initiatives to leadership.
  

Requirements

• Experience in leadership, specifically managing customer-facing or support teams.
• Interest in ongoing professional development and staying abreast of industry best practices.
• Knowledge of AI and a strong desire to explore and implement automation solutions to enhance team efficiency.
• Strong desire to develop talent and a proven track record of mentoring and coaching team members.
• Flexibility to accommodate dynamic customer escalations, including occasional after-hours or weekend availability.
• Responsiveness to urgent requests by executives, colleagues, and customers, demonstrating a calm and effective approach under pressure.
• Exceptional written and verbal communication skills, with the ability to articulate complex issues clearly and concisely to diverse audiences.
• Ability to operate effectively in a fast-paced, high-pressure environment while maintaining a customer-focused approach.
• Proven ability to build strong relationships and influence stakeholders at all levels.
• Demonstrated problem-solving skills with a methodical and analytical approach.

Education/Certs

• Bachelor's degree in Business Administration, Computer Science, or a related field (required).
• Master's degree in a relevant field (plus).
• PMP, ITIL, or other relevant customer service/project management certifications (plus).

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