Escalation Manager
Salesforce · Posted Oct 6
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce is the #1 AI CRM company, and the Critical Incident Center (CIC) leads the response to Severity 1 (Sev1) cases where customers face major service or business disruption. The role sits within the Incident Management System (IMS) framework, which provides structured service restoration through clear roles, consistent commitment, and regular updates. As an Escalation Manager / CIC Sev1 Case Commander, this role will engage and triage critical cases, coordinate across support and engineering teams, command escalations, communicate updates, and drive cases to resolution and closure.
What you will do
- Engagement & Triage: Accept Sev1 cases via OmniChannel, introduce themselves in the case's Slack channel, join the customer bridge (for Signature customers), clarify the reported issue, and validate business impact to determine CIC engagement.
- Coordination: Orchestrate cooperation across support, engineering, CSMs, and other resolver teams. Check for Strategic/GTA150 account status and invoke the Critical Business Impact Alert workflow when warranted. Assess whether a case may be a multi-customer incident (MCI).
- Command & Escalation: Lead the internal bridge to drive the Salesforce response; engage PagerDuty for Engineering/TMP/CCE support as needed; escalate to CIR (with EVP-level approval) or hand off to DET/BT incident commanders when appropriate.
- Communication: Deliver clear, timely updates to customers and internal teams on a defined cadence — including SCI postings, Quip docs, and Slack canvases for live tracking and handovers.
- Resolution & Closure: Drive the case to resolution, confirm customer is out of impact (OOI), post the Final SCI update, and disengage in OrgCS with the correct sub-status (e.g., Resolved, Root cause/Workaround provided, MCI, Pending, etc.).
- Bandwidth Management: Maintain active OmniChannel presence; log capacity constraints; decline/delay assignments when needed, flagging "Bandwidth" in case notes.
Skills used in this role
Benefits and support
- Compensation and benefits are detailed in the job posting
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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