Own the weekend leadership for Salesforce's Support Management and the Corporate Incident Response.
Hands-on escalation manager for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.
Own and engage in the Critical Incidents
Represent Salesforce on customer bridges and webinars.
Lead the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Work with the Pillars to analyze case and incident trends for continuous improvement.
Engage with stakeholders to drive operational excellence through the weekend
Drive consistently high levels of internal/external customer satisfaction.
Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.
Continuously raise the bar on customer service delivery excellence.
Experience / Skills Required:
6+ years of experience in support management, escalation management, and incident response in a high-growth software/hardware technology organization.
Highly collaborative and diplomatic; curious, patient, open, and honest; able to develop strong working relationships across matrixed teams.
Exceptional C-Level written and verbal communication skills can create and tailor communications appropri
Additional Information
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
Program & Project Management
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.
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.
As the Weekend Manager, Escalations CIC , you will play a pivotal leadership role within the Critical Incident Center, owning weekend oversight for Salesforce's Support organization while driving enterprise-wide critical incident response and escalation management.
In this highly customer-focused and hands-on role, you will ensure flawless execution of corporate incident response playbooks, enabling the organization to operate as one unified team with a clear focus on rapid service restoration and minimal customer impact.
Acting as the weekend operations lead across Support and CIC teams, you will hold end-to-end decision-making authority to manage incidents and escalations, support frontline teams, and drive customer-impacting cases to timely resolution. You will execute the Weekend Leadership program through strong planning and operational rigor, while flexing between directive and collaborative leadership styles based on situational demands. Success in this role requires building and sustaining strong cross-functional partnerships across Support (all cloud products), Customer Success, Engineering (including Site Reliability, Customer-Centric Engineering, Technology Communications, and Readiness), Security, Sales, Consulting, QA, Program Management, and Product Management etc.
You will bring a proven ability to engage with customers and executives, lead through high-pressure scenarios, and navigate ambiguity with composure, while maintaining a strong focus on prevention by leveraging insights from incidents and driving initiatives that reduce recurring customer impact. Additionally, you will partner with leadership to ensure seamless follow-the-sun weekend coverage through effective workforce planning.
Shift Timings: The candidate should be comfortable working weekend shifts (Friday-Monday). Standard start times align to APAC (5:30 AM IST) and EMEA (12:30 PM IST) coverage, with flexibility required as timings may evolve based on business needs.
Salesforce · India