Escalations Account Manager

Salesloft Atlanta , GA 30301

Posted 1 week ago

Why You'll Love SalesLoft:

Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

These are the values that define who we are, and which have empowered our staggering growth since our founding in 2011. It's exciting to be North America's 7th fastest growing company!

At SalesLoft, our mission is to activate the authentic seller in all of us. More than 300 "Lofters" are deeply committed to building the Modern Sales Engagement Platform that allows our 2000+ clients (i.e. Square, Cisco, Alteryx, Dell, MuleSoft, etc.) to reach their customers faster and more effectively.

We're on a mission to redefine an industry! This is challenging work but our team of brilliant creatives makes the journey thrilling! We're fast-paced, innovative, and collaborative. We pursue excellence in everything and have a lot of fun along the way.

As a testament to the culture we've collectively built, our world-class team has been voted by the Atlanta Journal-Constitution as the Top Midsize Workplace in 2018.

What You'll Do:

Although we're proud of our history, we're just as excited about the future! We want to create a world-class culture that attracts, develops, engages and retains the nation's elite talent. To do this, we are looking for a driven and detail-oriented Escalations Account Manager. This role will report to the VP, Global Customer Success.

We are seeking an innovative and passionate professional who shares our vision of customers (and employees) for life. This role will be both reactive and proactive in nature and will assist SalesLoft Services in navigating and managing complex issues with a primary focus on customer retention.

The ideal candidate will have strong communication and project management skills as well as a knack for customer service. The ability to coordinate multiple resources, make data-driven decisions, and deliver key messaging internally and externally is critical.


  • Assist SalesLoft success team in navigating key escalations with a focus on customer retention.

  • Manage internal and external escalations resulting from performance, products, partners, services, customer experience, adoption, and renewals that warrant escalation beyond current procedures.

  • Work closely with key members to coordinate efforts, deliver creative solutions, and perform root cause analysis to minimize or eliminate future occurrences.

  • Keep aligned escalation parties accountable and provide status updates to leadership when necessary.

  • Monitor "at-risk" clients and proactively engage Renewals and CSMs to identify client gaps and assist in procuring resources to aid in adoption and retention.

  • Assist on messaging to clients during the escalation process.

  • Develop escalation processes within the organization and educate on efficient and scalable procedures.

  • Create and maintain Salesforce reports and dashboards to track "at-risk" clients, current escalations, and issue root-cause.

  • Communicate escalation trends and work internally to identify process gaps.


  • 4+ years experience in a customer facing role in a SaaS environment: Customer Success, Project Management, Implementations, etc.

  • Proven ability to create programs to save "at-risk" customers.

  • 1+ year experience using Salesforce to build dashboards, reports, and make data-driven decisions.

  • The ability to thrive in a fast-paced environment.

  • Strong project management, communication and relationship building skills.

  • Proactive with strong attention to detail and organization.

  • Good sense of humor is a plus.

Here's why we think you should come work with us:

  • You will become part of an amazing culture with a supportive CEO and smart teammates who actually care.

  • You will work with an amazing team you can learn from and teach.

  • You will experience joining a high-growth/high-traction organization.

  • You will hear "Yes, let's do that!" and then have the opportunity to successfully execute on your ideas.

  • We have a vibrant, open office that utilizes modern technology.

  • You will grow more here than you would anywhere else. That is a promise.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Strategic Account Executive Or Strategic Account Manager

Stanley Black And Decker

Posted Yesterday

VIEW JOBS 3/20/2019 12:00:00 AM 2019-06-18T00:00 Job Description Are you interested in joining one of the world's largest, fastest-growing, and most dynamic companies? If so, you have come to the right place. Stanley Black & Decker is unique in that we have a rich and storied history dating back to 1843.The National Account Manager develops and maintains National Account customers while meeting the objectives of the National Account team. High interaction with C-Level Suite Executives on a day to day basis. Work location can be in Atlanta GA. Principal Accountabilities: * Manage all aspects of current assigned accounts within assigned region. Using, update customer information and contact information. * Review National Account scorecard with customer to address any positive/negative facts about the customer's account. * Identify any operational issues that might arise and resolve them with the appropriate internal teams. Identify and develop new opportunities within a current customer base. Examples would include additional locations owned by the National Account customer that have not yet been penetrated. * Meet and exceed monthly sales quota. * Develop a business plan to identify new opportunities. Track all new opportunities in * Maintain a good relationship with key customer contacts at prospective organizations. * Provide a timely and effective sales presentation to prospective customers to ensure that the product and services offered are thoroughly explained and understood. * Plan a sales approach designed to identify the prospect's needs and wants for the product/services offered, and the investment the prospect is willing to make. * Work with the assigned Applications Engineer and Area Vice President to identify system design. * Direct commercial sales representatives in completing site surveys for local National Account customers to gain key information and rapport with local customer contacts. * Frequently contact current customer base to keep a good working relationship. Ensure that the customer is satisfied with the current service. Work with the appropriate internal team members to resolve any problems (invoices, service, access, monitoring, etc.). * Complete Requests for Information and Requests for Proposal on job bids. Detailed research and responses are required. Work closely with the Area Vice President, National Account Customer Relation Specialist, Licensing, and other internal teams to deliver quick and accurate data to the customer. * Strong interpersonal, negotiation, communication, organizational, and multitasking skills. * Ability to communicate written and orally. Required Experience: * Proficient use of Microsoft Office Suite. * Minimum of 3 years sales experience with major accounts. Preferred Experience: * Industry Experience * Bachelor's Degree (Management, Marketing, Liberal Arts Locations: California Stanley Black & Decker is an equal opportunity employer, and offers employees a competitive benefits package. SBDCSS Stanley Black And Decker Atlanta GA

Escalations Account Manager