Escalation Manager Jobs in Indiana (NOW HIRING)

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

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Senior Manager, Success Architects

Locations: New York, Atlanta, Indianapolis, Chicago, Seattle (3x week/in office)

Role Description
Director, Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Agentforce organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences.
Your Impact
The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances.
Responsibilities
Leadership & Team Development
* Build, lead, and develop a world-class team of Success Architects in the AMER region.
* Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
* Resource and organize teams effectively to drive customer outcomes across all segments
* Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values
* Find, hire, and retain the best technical and customer-facing talent in the region
* Create an environment of stronger employee engagement through regular connects including 1:1s and office hours
* Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes
* Secure psychological safety everywhere
Customer Experience & Technical Support
* Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor
* Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement
* Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions
* Ensure the team KPIs are met or exceeded across global Architect standards
* Exemplify a positive customer experience through effective communication in every interaction with the customer
* Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution
Customer Success & Value Realization
* Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence
* Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value
* Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities
* Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships
* Take a hands-on approach to personally create customer wins, references, and case studies
* Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach
Cross-Functional Collaboration & Strategy
* Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience
* Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process
* Understand success and implementation services best practices and contribute across teams to continuously improve these practices
* Execute company policies that affect operations and may have company-wide impact
* Drive the team to effectively align with changes in a timely manner
* Inspire continuous improvement in service delivery according to business objectives
* Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
Required Qualifications & Skills
Experience
* 8+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers
* 2+ years of people leadership experience with proven ability to lead and develop high-performing teams
* 2+ Experience managing teams individual contributors in enterprise-scale organizations
* Cloud/SaaS software environment experience, preferably supporting global or regional customers
* Proven track record of driving both operational excellence and strategic customer outcomes
* Experience in AMER market preferred; understanding of regional business dynamics and cultural nuances
Technical & Business Acumen
* Deep understanding of customer service and success best practices
* Ability to balance tactical execution with strategic thinking
* Experience with Agentforce, CRM, or similar enterprise software platforms preferred
* Passion for technology and innovation
* Strong analytical skills with ability to drive decisions based on data and metrics
* Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
* Ability to influence and build relationships across global teams and cultures

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $227,000 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.