Description

The Escalation Sr. Analyst plays a critical role in protecting customer relationships and driving resolution on our most complex, high-stakes escalations. Escalations span a broad range of topics including product, implementation, account management, success plan and support, customer relationship, adoption, and renewal related topics — including executive-level issues from C-suite stakeholders. This role brings strategy, structure, and cross-functional leadership to mitigate business risk and customer attrition in situations that would otherwise result in significant customer dissatisfaction. Depending on the escalation, you'll operate as an internal advisor or work directly with the customer to drive resolution. Note: This is an individual contributor role.

Responsibilities

• Lead end-to-end resolution of complex customer escalations as the primary point of contact for strategic customers and executive sponsors, demonstrating leadership and communicating status and resolution to clients and Salesforce personnel in a factual, professional, timely, and consistent manner.

• Acknowledge and triage each escalation promptly upon routing, conducting initial discovery to assess scope, urgency, and impact, and completing first-touch outreach with the customer and all relevant internal stakeholders to establish presence and set expectations early.

• Assess and quantify the business impact of each escalation to justify resource needs, and mobilize the right internal resources — across Product, Engineering, Support, Legal, and go-to-market teams including Sales, Renewals, Success, Services, and Partners — to drive timely resolution with urgency and precision.

• Engage leadership strategically — knowing when, how, and who to involve to drive awareness, alignment, and action.

• Provide consultative guidance on escalation strategy, drawing on cross-functional knowledge of the organization, historical resolution paths, and close partnership with Cloud Success and Account Teams for context and coordination.

• Define success criteria and exit conditions for each escalation, ensuring clear alignment on what resolution looks like before closing.

• Apply investigative and diagnostic skills alongside structured problem-solving and root cause analysis to define swim-lane action plans, drive accountability across all work streams, and maintain clear, executive-ready documentation that provides any stakeholder — at any level — full context on the issue, progress, and path to resolution.

• Review and maintain escalation metrics — including TTR and SSAT — weekly, leveraging AI prompts and dashboards to ensure all records are in good standing and meet operational excellence standards.

• In partnership with the Risk team, identify and surface recurring patterns and systemic issues to drive broader process improvements that prevent future escalations.

• Act as a strategic thought partner to senior leadership, translating complex and charged situations into clear narratives and driving toward better outcomes.

• Proactively adopt new technologies and tools — including AI — to enhance team effectiveness and share best practices across the organization.

Requirements

• 6+ years of experience in account management, customer success, project management, escalation management, and/or technical support.

• Working knowledge of Salesforce Products + Tools, including AI (Slackbot, Einstein, Gemini); proficient in Google apps and Slack.

• Understanding of the Salesforce ecosystem and the ability to connect customer business challenges to relevant product capabilities across Sales, Service, Marketing, and Platform.

• Ability to communicate with confidence at the executive level, translating complex technical and business issues into clear, actionable narratives for any audience.

• 6+ years of experience in account management, project management, escalation management, and/or technical support.

• Ability to write and speak to an executive audience, setting clear expectations and communicating with confidence across all levels.

• In-depth knowledge of the digital marketing space and ability to relate to customer use cases for our technology.

What we are looking for:

The strongest candidates will bring a balance of strategic thinking and operational execution. We're looking for someone who:

The strongest candidates will bring a balance of strategic thinking and operational execution. We're looking for someone who:

• Thrives under pressure and navigates conflict with confidence — you maintain composure in demanding, fast-paced environments, de-escalate tension with customers and stakeholders, and lead with clarity and authority even in the most high-stakes and emotionally charged situations.

• Communicates at every level — from a frontline support engineer to a C-suite executive, you adapt your message, set clear expectations, and drive alignment.

• Thinks in root causes, not just fixes — you're not satisfied with closing an escalation; you want to understand why it happened and prevent the next one.

• Designs bespoke solutions for non-standard situations — you don't rely on a playbook when the situation calls for something different; you apply creative problem-solving to design tailored approaches for unique customer situations while preserving trust and relationships throughout.

• Delivers superior customer service and builds trust in tough moments — you set clear expectations, communicate with confidence and empathy, and ensure every customer interaction — regardless of the situation — reflects professionalism, consistency, and respect, even when things get hard.

• Operates with urgency and autonomy — you assess the situation quickly, make decisions with minimal lead time, commit organizational resources when needed, and move with relentless focus on resolution even when faced with ambiguity and dynamic, shifting demands.

• Owns it end to end — you take personal accountability for outcomes, manage competing priorities with sound judgment, and proactively communicate status and escalate obstacles — never letting things fall through the cracks.

• Leads with calm under pressure — composed in high-stakes situations, you mobilize people and resources without formal authority.

• Thinks in root causes, not just fixes — you're not satisfied with closing a ticket; you want to understand why it happened and prevent the next one.

• Builds trust in tough moments — customers and colleagues rely on you to be transparent, consistent, and solution-oriented when things are hard.

• Leads with calm under pressure — you're composed in high-stakes situations and know how to mobilize people without formal authority.

• Thinks in root causes, not just fixes — you're not satisfied with closing a ticket; you want to understand why it happened and prevent the next one.

• Builds trust in tough moments — customers and colleagues rely on you to be transparent, consistent, and solution-oriented when things are hard.

• Operates autonomously — you assess the situation, make decisions, and move without waiting to be told what to do.

• Leads with calm under pressure — you're composed in high-stakes situations and know how to mobilize people without formal authority.

• Communicates at every level — from a frontline support engineer to a C-suite executive, you adapt your message and drive alignment.

• Thinks in root causes, not just fixes — you're not satisfied with closing a ticket; you want to understand why it happened and prevent the next one.

• Builds trust in tough moments — customers and colleagues alike rely on you to be transparent, consistent, and solution-oriented when things are hard.