Salesforce
Support/CICWeekend,SeniorAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Support/CIC Weekend, Senior Analyst at Salesforce. Skills: Incident response, Escalation management, Support management. Own weekend leadership for Support Management. Own weekend leadership for Corporate Incident Response”
What You'll Achieve.
Achieve target for customer satisfaction; Achieve target for employee satisfaction; Achieve target for service levels; Achieve target for resolution time; Achieve target for project deadlines; Drive operational excellence; Drive consistently high customer satisfaction; Assure company-wide alignment; Continuously raise bar on customer service delivery
Industry & Context.
Preemptive problem-solver; Root cause analysis
Weekend shifts, APAC coverage, EMEA coverage
What They're Looking For.
Must Have
6+ years of experience in support management, 6+ years of experience in escalation management, 6+ years of experience in incident response, Experience in high-growth software/hardware technology organization, Customer-facing experience, Bridge management experience, Incident Command experience
Nice to Have
Understanding of Salesforce product offerings
What You'll Do.
Own weekend leadership for Support Management
Own weekend leadership for Corporate Incident Response
Act as escalation manager for all clouds
Ensure Sev 1s and urgent Sev 2s are
Assist with Sev 1s and urgent Sev 2s
Engage in Critical Incidents
Represent Salesforce on customer bridges
Represent Salesforce on webinars
Lead weekend support function
Achieve customer satisfaction targets
Achieve employee satisfaction targets
Achieve service level targets
Achieve resolution time targets
Achieve project deadline targets
Analyze case trends for improvement
Analyze incident trends for improvement
Engage with stakeholders for operational excellence
Drive customer satisfaction
Assure company-wide alignment
Raise bar on customer service delivery
How You'll Work.
Team & Collaboration
Cross-functional partnerships; Support teams; Customer Success; Engineering teams; Site Reliability Engineering; Customer-Centric Engineering; Technology Communications; Readiness teams; Security teams; Sales teams; Consulting teams; QA teams; Program Management teams; Product Management teams; Infrastructure teams; Operations teams; Technical Support teams; Industry teams; Partner teams; Sales Leadership teams
Communication Scope
C-Level written communication; C-Level verbal communication; Tailor communications; Customer bridges; Webinars
Process & Methodology
Project management, Program management
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Program & Project Management Job Details ****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. The world of work as we know it is changing and 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. **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. The world of work as we know it is changing and 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. As the**Weekend Manager, Escalations CIC** , you will play a pivotal leadership role within the Critical Incident Center, owning weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management. In this highly customer-focused and hands-on role, you will ensure flawless execution of corporate incident response playbooks, enabling the organization to operate as one unified team with a clear focus on rapid service restoration and minimal customer i
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