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 OperationsJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. Job DescriptionThe Weekend Escalation Senior Analyst, 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.Experience / Skills Required:5+ 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.Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting Statement At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com . Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . Salesforce welcomes all.Salary: . Date posted: 04/22/2024 03:20 PM