Related skills
salesforce saas tableau project management zendesk📋 Description
- Be the single point of contact for escalations; coordinate resources.
- Build cross-functional partnerships with CS, Engineering, Product, and Sales.
- Develop post-escalation processes, post-mortems, and trend evaluations.
- Establish and maintain escalation SOPs per industry standards.
- Build and monitor escalation KPIs and reporting for customers.
- Drive executive reviews for critical escalations with senior leaders.
🎯 Requirements
- 5+ years of customer-facing escalation management in SaaS/PaaS/IoT.
- Demonstrated project management with ability to influence stakeholders.
- Exceptional judgment in high-pressure scenarios; timely business/technical recommendations.
- Strong bias for action, ownership, and high standards.
- Ability to communicate customer issues to technical and business audiences up to executives.
- Experience with Zendesk and Salesforce ticketing systems.
🎁 Benefits
- Competitive total compensation package.
- Remote and flexible working options.
- Health benefits.
- Access to Samsara Benefits page.
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