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.

Responsibilities

  • 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.

Qualifications

  • 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.

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Escalations Account Manager

Salesloft