Associate Business Planning Manager
The Clorox Company
Sev1 Escalation Manager
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Seattle • California, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $127,200 - $174,900 per year
Job Level
SeniorLead
Tech Stack
Cloud
About the role
- Be responsible for the leadership in owning the critical issues and taking them to resolution.
- Hands-on critical issue manager for all clouds for all Severity 1 customer support cases.
- Ensure they are being worked on by the appropriate teams and assist as needed.
- Own and engage in the Critical Incidents. Represent Salesforce on customer bridges.
- Responsible for incident management to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Engage with customers to drive operational excellence.
Requirements
- Degree or equivalent relevant experience required.
- 7+ years of proven experience in a technical support environment, handling highly sophisticated issues.
- 5+ years of proven experience in support management, critical issue management, and incident response in a high-growth software/hardware technology organization.
- Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.
- Strong cloud and infrastructure technology, and delivery experience.
- Deep experience leading and responding to sophisticated critical incidents.
- Flexibility, integrity and creative problem-solving skills are prerequisites to be successful in this role.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementcritical issue managementtechnical supportcloud technologyinfrastructure technologyproblem-solving
Soft skills
leadershipcommunicationflexibilityintegrityoperational excellence
Certifications
degree or equivalent experience
