Salsify: Global Escalation Manager
101 Federal Street, Suite 2600
Boston, MA 02110

Employee Testimonials

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Global Escalation Manager is a strategic leadership role within Salsifys Global Support organization. This role will define and manage strategic and high visibility Customer Escalation Management (CEM) program, to improve customer experience and service, to augment and enhance our world class support services.

Global Escalation Manager will develop practices to enable early detection and prevention of customer escalations. Coach team members to take ownership of difficult customer situations and predict a potential escalation before it arrives. Classify different escalation types and build a database of past events to learn and prevent future escalations.

This role will build and lead the CEM program, define process and tools, manage the resolution of customers critical issues by developing a success-driven plan and leading a cross-functional virtual team, Customer Success, Services, Account Management Product and Support. The Global Escalation Manager will drive account escalation communications and visibility.

Primary Responsibilities: (other duties may be assigned)

  • Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
  • Ensure customer escalations are resolved, process change ideas are implemented, and influence others towards action and change
  • Reduce escalations volume by analyzing resolved escalations and driving proactive measures across different departments
  • Identify areas for improvements by developing and leveraging dashboards to proactively monitor trends in customer escalations and use data to recommend technical and/or business process changes
  • Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
  • Work with customers to test and confirm effectiveness of remediated solutions
  • Schedule and maintain an escalation management on-call routine
  • Own the escalation process and ensure peers' training and awareness across the organization

Requirements:

  • Minimum of 5 years experience in leading complex SaaS Customer Support or Escalation functions
  • Analyze data to find trends and identify root cause
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Ability to translate technical concepts to management, leadership and customers
  • Drive to find solutions to all sorts of challenges, whether they be technical challenges, organizational challenges, or personal challenges
  • Proven track record of working collaboratively to improve the customers experience
  • Ability to develop collaborative relationships with customers and peers
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences
  • Ability to navigate complexity and create collaborative, cross-functional solutions
  • Strong communication, presentation, and relationship management skills
  • Able to translate complex issues in an understandable, organized way
  • Knowledge of CRM tools, preferably Salesforce & Zendesk
Salsifys mission is to empower brand manufacturers to deliver the digital product experiences that consumers demand. Salsify pioneered the first PXM (Product Experience Management) offering that transcends traditional PIM, Syndication, and Analytics. As the first multi-tenant, SaaS solution to offer all 3 key components to deliver exceptional product experiences online, Salsify is already working with thousands of leading brands across the globe.
Throughout 2018, Salsifys employee growth and unique culture earned the company Best Workplace award wins from both local and national outlets. BostInno recognized Salsify as one of the 10 Coolest Companies in Boston. We were also named in Fortune Magazine's Great Places to Work and a Top 100 Boston Tech Company from Built in Boston and Boston Globes list of Top Places to Work. We are one of the most innovative, high-growth tech companies in Boston. Were investing in growth to help fuel our rapid expansion and looking for the the best talent in the tech space to join our team.
No agency submittals will be considered.
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Full-time

Employee Testimonials

Rovaira Dasig
Product Management

Let's be honest. A lot of tech companies will jostle to be the most "this" or "that," when in reality, they appear to be quite similar. At Salsify, I get to be me - no pretense, no excuses, no hiding - and that's what I love most about working here. One of Salsify's core values is to be a company where everyone is empowered to build the company at which they want to work. And despite being here for only 6 weeks, I'm already making an impact on the work we do, the company we're building and the future we're hustling toward. They have literally built a development program for the new team that I joined, which will fast track my technical and professional skill set in ways that just doesn't really exist at most other startups. This level of investment and commitment Salsify has for its team is what draws people to our company.

 

Dave Simel
Product Manager

I'm the kind of person that puts personal growth at the top of the list when it comes to finding a company to work for. From the moment I started at Salsify, I can honestly say that the leadership has had my best interest in mind. I have been to industry conferences, developed more technical skills, participated in department trainings and have been promoted since I started a little over 1 year ago. The culture is fun and positive and I legitimately love coming into work everyday to work with friends and for great leaders. 

Joana Laranjeira
Customer Support Engineer

What can I say about Salsify other than... Thank you! These past months have been an amazing journey of professional and personal growth. This is a place where they celebrate you as a colleague, where working as a team really means working as a team!
Salsify's company culture is incredible and management actually cares about employees as human beings. You can literally walk up to anyone, even the founders, and have a conversation about anything. So glad I joined!

Stephannie Vargas
Project Manager

Why Salsify? What makes it different from other companies? 3 things. The culture, the people, and the new challenges. These are the three key factors that keep me excited and make me want to come in the office everyday. Being a part of Salsify for almost two years, I have had the honor of seeing Salsify grow from a small start-up to a larger employee community. My day to day consists of exposure to unique and challenging projects that I tackle with the help from peers, with such a wide range of experiences and backgrounds. As a recent grad, I never imagined my first job would incorporate such a rich culture that would not only give me the ability to do impactful work, but would allow me to do so at an early stage in my career. Sharing my passion for this company is an easy task, it almost seems silly to have to explain the logic for what I consider a perfect match and the best decision I ever made.

Nathan Oldakowski
Associate Solutions Engineer

I love the people at Salsify! Everyone is so approachable and fun, they've made it very easy for me to grow personally and professionally. I feel like I always know what's happening within the company because everything is so transparent and open; it's a great organization to be a part of.

Marta Carvalho Salsify
Marta Carvalho
People Operations Specialist

I'm having the time of my life at Salsify! I’m doing what I love in a company that has everything you can ask for your personal and professional growth; an amazing culture with great vision, values and a unique team that feels much more like a family.  We really care about our people and you can feel a genuine concern for the well-being of our team. We are demanding and we always look for the best solution to our products and customers.

Meredith Broderick
Meredith Broderick
Senior Consultant

I love working at Salsify for two reasons: It's rare to find a company so at the forefront of digital thought leadership and an employee culture that fosters confidence, trust, and high performance from peers and managers!