Red Account Manager

Description

world-class escalation

risk management

resolution

customer issues

mitigation

attrition

risk

analytics

deliver insights

drive changes

enhance customer success.

Responsibilities

• Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of customer satisfaction.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Develop trusted relationships with the leadership team across the organization and within the region. 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 escalation to our business and use this to aid in quantifying the need for resources from other teams.
• Track and communicate status and resolution to customer and Salesforce personnel in a factual, professional, timely and consistent manner.
• Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
• Structure complex 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.
  

Requirements

• BA/BS degree preferred with a strong academic record
• 7+ years account management, consultation, project management, escalation management and/or technical support experience
• Proficiency in utilizing Salesforce tools (i.e. Reporting, Dashboards, AI tools, Slack, etc.).
• Advanced ability to write and speak to an executive audience.
• Demonstrate superior customer service, including the ability to communicate clearly, confidently, timely and respectfully with customers.
• Proven ability to influence and drive alignment across diverse teams and stakeholders.
• Knowledge of the Salesforce ecosystem and ability to recognize and relate to our customer’s specific use cases for utilizing our technology.
• Execute with a sense of urgency, meeting requirements with minimal lead time
• Act autonomously to meet dynamic demands.
  

Preferred

• Strong commercial acumen with the ability to identify strategies to improve customer and business outcomes.
  

Shift Timings

• AMER(PST) - 8:30 PM -5:30 AM IST