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Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Global Technology Partnerships (GTP) is seeking a dedicated Scale Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for our ecosystem of 7,500+ Independent Software Vendor (ISV) partners. This involves rethinking the way we manage partners at-scale, finding ways to unlock “self-serve” for partners, and ultimately acting as the escalation point for complex or high priority cases. As the main escalation point, you will drive timely and high-impact solutions for our partners, ensuring seamless communication, efficient issue resolution, and a world-class partner experience.

In this role, you will be primarily focused on cases where automated support processes cannot resolve issues, ensuring that our highest priority ISV partners receive timely and effective operational support for complex challenges. Working in close collaboration with Partner Account Managers and Technical Advisors, you will oversee escalations related to partner needs, such as: partner benefit offerings, partner access and tools, program questions, order and billing support, compliance initiatives and partner off-boarding. You will also collaborate with the Scale Operations Escalation Leader to drive improvements to our “at scale” approach, continually finding ways to get partners the information they need when they need it, and ultimately driving down escalation volume across the ISV team.

Key Responsibilities

• Reactive Ecosystem Support: Provide timely, reactive support to address partner escalations within Salesforce’s ISV ecosystem, ensuring critical issues are resolved quickly and effectively.
• Case Routing & Coordination: Manage the case routing, prioritization, and escalations process for ISV support cases, ensuring timely resolution within Salesforce’s Partner Agreement SLAs.
• Operational Support & Communication: Deliver timely and clear communication to ISV partners on escalated case status, next steps, and resolution timelines.
• Escalation & Resolution Management: Serve as the primary point of contact for high-complexity or high-risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal Salesforce teams.
• Cross-Team Collaboration & Solution Seeking: Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners.
• Process Optimization: Identify opportunities for process improvements within Salesforce’s scale operations to streamline escalated support and improve partner satisfaction.
• Reporting & Documentation: Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness. Document best practices and processes in Standard Operating Procedure (SOP) documents.

Required Experience

• Experience: 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.
• Problem-Solving Skills: Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations.
• Communication Skills: Strong verbal and written communication skills, with an ability to convey technical and operational information clearly to ISV partners.
• Collaboration & Relationship Building: Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements.
• Technical Acumen: Familiarity with Salesforce’s platform and ISV ecosystem is preferred, as well as an understanding of order and billing support and compliance requirements.
• Education: Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Preferred Skills

• Experience with Salesforce CRM and case management tools.
• Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $87,200 to $119,900.

For California-based roles, the base salary hiring range for this position is $87,200 to $119,900.

For Illinois based roles, the base salary hiring range for this position is $79,900 to $109,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.