Red Account Manager

The Red Account Program delivers world-class escalation and risk management that drives the resolution of customer issues and mitigation of attrition risk. Powered by deep analytics, insights are delivered and changes are driven across Salesforce to enhance customer success. The Red Account Management team brings strategy, structure, executive attention, and additional internal resources to customer situations that could lead to high levels of customer dissatisfaction. A Red Account Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue, depending on the type of escalation and the level of engagement needed. Responsibilities: - Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues to achieve 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 and how to include executives effectively for awareness and action. - Provide consultative advice based on cross-functional knowledge and historical resolution paths when issues arise. - Understand the impact of each escalation on the business and use this information to quantify the need for resources from other teams. - Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner. - Utilize root cause analysis and trend reporting to identify and drive systemic change across Salesforce. - Structure complex business issues for senior leadership and serve as a thought-partner in problem-solving. - Enable individuals and organizations unfamiliar with Salesforce red accounts by serving as a trainer and evangelist for the program. Requirements: - BA/BS degree preferred with a strong academic record. - 7+ years of account management, consultation, project management, escalation management, and/or technical support experience. - Proficiency in utilizing Salesforce tools such as Reporting, Dashboards, AI tools, Slack, etc. - Advanced ability to write and speak to an executive audience. - Demonstrate superior customer service skills, including clear, confident, timely, and respectful communication 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 customers" specific use cases for utilizing the technology. - Execute tasks 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,