Description

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. We're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

About the Role

We are seeking a dynamic and experienced Senior Manager to lead the APAC weekend escalations team within Salesforce's Critical Incident Center. This role leads a team of Weekend Escalation Managers who drive Sev-1 escalations for our customers and partners from an incident command perspective across all Salesforce clouds, operating within a Friday–Monday, 12-hour shift window (5:30 AM – 5:30 PM IST).

This is a highly visible, customer-focused people leadership role. The Senior Manager will guide Escalation Managers and ICs on customer Sev-1s, collaborate with Technology & Products (T&P) on highly escalated issues, join customer bridges as required, and drive cross-cloud collaboration across the APAC geo. The ideal candidate brings extensive Technical Support leadership or Escalation Management experience, preferably supporting global clients in a cloud or software environment. Knowledge of Salesforce Core or Marketing Cloud and experience working on prevention and self-help initiatives is strongly preferred.

This role is part of Salesforce's 24x7 Support Hub. The candidate must be ready to work the designated weekend shift and be flexible to adjust based on business requirements from time to time.

Experience / Skills Required

• Minimum of a Bachelor's degree is mandatory
• Minimum of 10+ years leading technical support or incident command related professionals in a cloud or software environment
• Demonstrated people leadership experience including performance management, coaching, and talent development of ICs and Managers
• Excellent written and verbal communication skills with the ability to tailor messaging from frontline engineers to C-suite executives
• Ability to successfully communicate and coordinate with departments across the organization including Support, Sales, Consulting, CSM, QA, Program Management, and Product Management
• Functional or technical Salesforce application knowledge; ability to understand customer implementation of Salesforce technologies and drive the team to predict and prevent issues
• Strong analytical mindset with excellent operational skills and the ability to develop creative business solutions for complex problems
• Ability to attract, hire, and retain high-performing support professionals
• Demonstrate strong work ethic, advanced organizational skills, and the ability to work effectively in a fast-paced, matrixed global environment

Detailed Role & Responsibilities

• Embody Salesforce values and provide exemplary leadership to a team of Escalation Managers and Senior Analysts across the APAC weekend shift

• Manage the support teams to achieve business objectives including targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines

• Set team goals in alignment with Global CIC objectives; assist direct reports in the definition and attainment of individual goals

• Ensure direct reports have the resources, information, and processes necessary to deliver effective incident command and technical solutions to customers

• Deliver performance reviews for all direct reports and provide regular feedback on performance and employee development goals

• Hire and coach world-class talent and manage performance in a way that allows people to do the best work of their careers while ensuring meaningful growth opportunities

• Serve as the senior incident command authority for the APAC shift — guiding ICs and Escalation Managers on active Sev-1s across all Salesforce clouds; join customer bridges and executive calls as required

• Collaborate with T&P on highly escalated issues; drive cross-cloud and cross-functional alignment during active incidents

• Manage workflows, shift schedules, and PTO coverage for direct reports, ensuring zero-gap APAC coverage across all four shift days

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance for CIC leadership

• Manage key processes including case reviews, FAQ analysis, and customer feedback analysis; develop and maintain support procedures and policies

• Advocate for customers and define ways to continually add value to the customer experience

• Serve as a mentor, knowledge resource, and escalation point for the team; build credibility and trust within the support group

• Effectively represent the CIC department on cross-organizational teams to deliver on organizational objectives

Take up and deliver on any other responsibilities as assigned from time to time by the reporting manager or CIC leadership