Salesforce.com, Inc Customer Escalation Management (All Levels) - MuleSoft in Helena, Montana
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Customer Success Group
MuleSoft is the leader in implementing API networks by connecting data, devices, and applications. Our Global Customer Support team is looking for hardworking individuals with a passion for researching and understanding sophisticated technologies to help our team drive customer success with our products. We maintain a very high level of satisfaction across our customer base, and we take phenomenal pride in our operational efficiency as well as the solutions we provide to customers in every industry.
As a Customer Escalation Manager, you’ll play a key role in ensuring the de-escalation of customer issues via MuleSoft’s Customer Escalation Management (CEM) program. This program is designed to restore confidence in MuleSoft when customers are at risk, by providing a safety net when 'normal' customer concerns or issue management processes fail. Key to the program will be the quality of your program management skills as well as internal and external communications to stakeholders. Aside from customers, this includes, but is not limited to, Sales, Customer Success, Professional Services, Product Engineering, and Executive Leadership.
This position offers the opportunity to develop and improve MuleSoft’s customer experience in a customer-centric field role. As part of de-escalating customer issues, you’ll develop a success-driven plan and lead a cross-functional MuleSoft virtual team, spanning the entire MuleSoft organization.
What You’ll Do
Complete product, business, and messaging training.
Familiarize yourself with the MuleSoft Global Support org, customers, and cross-functional partners.
Positively influence customer outcomes by leading and coordinating resolution pathways.
Proactively engage, identify and advance prior to account issues moving to a critical status
Discover root causes of issues and apply findings for preventative action measures.
Partner with Product Management to translate business needs into product requirements.
Maintain an open communication channel between MuleSoft and the customer on their overall satisfaction.
Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
Join customer conference calls to facilitate the discussions and provide customer concern management during issues where more input and project organization is needed.
Develop processes, playbooks, templates, or tools as part of continuous internal improvement.
What You’ll Need to be Successful
Bachelor’s Degree in Computer Science, Business, Communications or equivalent field/work experience
5+ years of customer-facing service delivery, technical account management, customer support management, or a similar role.
Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult customers and/or customer situations.
Strong leader without ego who can inspire, empower and lead within a sophisticated organization.
Strong ability to plan, organize, prioritize and independently tackle problems.
Passion for solving customer issues and a champion of extraordinary customer service.
Excellent judgment, risk management, and issue mitigation skills.
Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
Excellent communication (oral and written), interpersonal, and organizational skills
Ability to think creatively.
Versatility and adaptability.
About MuleSoft, a Salesforce Company
Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a phenomenal company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org does not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
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For Colorado-based roles: Minimum annual salary of $130,800. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .
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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .
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