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 the10 Coolest Companies in Boston. We were also named inFortune Magazine's Great Places to Workand aTop 100 Boston Tech Companyfrom Built in Boston and Boston Globes list ofTop 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

Why We Work Here

Rovaira Dasig
Associate Solutions Engineer

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.

 

Kate Roda
Account Manager

Salsify is my second job out of college and in the 9 months I have spent here I have felt more involved, inspired, and excited than in the three years that I worked for a larger corporation. Everyone at Salsify is excited to come to work, learn more about our industry, our customers and our colleagues to make the best product for our clients. We know how to work hard and with two kegs, a couple dart boards and endless snacks we also know how to play harder. Deciding to work for a startup was leap and a bit of a risk, but working for Salsify has been the best career move I made.

 

Dave Simel
Sales Engineer

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. 

Katie Machnik
Account Executive

I started working for Salsify because I wanted to contribute to something bigger than just my own sales quota. My previous job was for a company that employed thousands of sales reps to read off the same script and follow the same path. There was little appetite for change and nowhere near the same potential for growth.  After 2.5 years at Salsify, I'm still inspired to learn new things, share what I've learned with our prospective customers, and improve myself daily. Things change here quickly, but one constant is the level of excitement, collaboration, and support that comes from every member of the team. 

Rana Kannan
Strategic Program Manager

I enjoy working at Salsify for several reasons. First, the leadership team here really cares about it's employees, making Salsify a great place to work, and giving us the resources and flexibility to do our job. As a mom who really wants to have a career, I appreciate that. I also enjoy the pace and the industry. I came from 12 years as a teacher and education consultant and I was not certain I'd fit in at Salsify or be able to contribute. But we are trying to solve a really interesting and complex problem. The world I work in at Salsify is changing all the time. There's a lot of work to do, a lot of room for improvement in the field, and a lot to learn. Every day I feel like I'm working on a really interesting problem and learning a ton, building new skills and refining old ones. 

Stephannie Vargas
Customer Champion

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.

Evelyn Hartz
Marketing Specialist

I honestly can’t think of a better place to learn, grow and contribute than Salsify. I think it’s rare to feel as confident in the market opportunity and direction for a company as I do working here. It’s also an honor to work on one of the best marketing teams in Boston. Beyond the marketing team, the people I work with cross-functionally are smart, positive and challenge me in a good way. As a company, we solve a super interesting problem. And we give back to the community in Boston. A+ across the board!