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Job Category
Operations
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
The Critical Incident Center (CIC) Sales Intake team provides a key function for Base Camp. This team evaluates service requests and determines what internal resources are needed to address customer challenges. The Sales Intake Manager plays a critical role in providing a seamless support experience for Account Teams and mobilizing assistance to address a customer issues. In addition to triaging and evaluating service requests.
Responsibilities
- Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
- Analyze incoming service requests to assess the customer issue and determine resources that can assist in resolution
- Liaise and support the escalations team as required
- Develop trusted relationships with the leadership team across the organization. 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 service request to our business and use this to to route to appropriate resolution team
- Track and communicate status and resolution to Salesforce personnel in a factual, professional, timely and consistent manner
Requirements
- BA/BS degree preferred with a strong academic record
- 3+ years of account management, consultation, project management, escalation management and/or support experience
- Demonstrate superior customer service, including the ability to set expectations, communicate clearly, confidently, timely and respectfully with customers.
- Understanding of Salesforce resources and organization
- Ability to utilize Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).
- Proficient in Google apps (slides, sheets etc..)
- Execute with a sense of urgency, meeting requirements with minimal lead time
- Act autonomously to meet dynamic demands
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