Escalation Manager

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com .

Directly reporting to the Manager, Customer Care, the Escalation Manager is a critical role within Certinia’s Global Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.

You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive-sponsored escalations.

This position requires exceptional judgment, communication, and coordination skills. You will oversee high-priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment. Success in this role means strengthening customer trust, reducing business risk, and creating long-term value by improving how we manage and prevent escalations.