Operations Senior Analyst - Escalations

at  Salesforce

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Job Category
Operations
Job Details

REQUIREMENTS

• Relevant account management, consultation, project management, escalation management and/or technical support experience
• Ability to apply Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).
• Proficient in Google apps (slides, sheets etc..)
• Solid understanding of Quip and Slack preferred
• Sophisticated ability to write and speak to an executive audience.
• Demonstrate outstanding customer service, including the ability to set expectations, communicate clearly, expertly, timely and patiently with customers.
• Knowledge of the digital marketing space and ability to recognize and relate to our customer’s specific use cases for applying our technology.
• Implement with a sense of urgency, meeting requirements with minimal lead time
• Act autonomously to meet dynamic demands
  Accommodations
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  Posting Statement
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  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.

• Work with internal teams to collaborate, drive prioritization, analyze and resolve sophisticated issues, resulting in the highest level of client happiness.
• Operate efficiently in a fast paced environment, maintain composure, demonstrate leadership, and communicate in an outstanding manner.
• Develop positive relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.
• Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.
• Understand the impact of each critical issue to our business and use this to aid in quantifying the need for resources from other teams.
• Track and communicate status and resolution to clients and Salesforce personnel in a factual, professional, timely and consistent manner.
• Draw on root cause analysis and trend reporting to solicit and drive broader resolutions.
• Define action plans and follow through with complete documentation to issue closure.
• Structure sophisticated and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.
• Enable people and organizations who are unfamiliar with Salesforce red accounts, serving as a trainer and evangelist for the program.