Kristin Estes
VP Customer Success | Enterprise Growth Leader | AI Transformation | Building High-Performing Teams & World-Class CX
- Role
- Sr Director, Critical Incident Center at Salesforce
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Kristin Estes
Most companies don\'t struggle because they lack technology. They struggle because their…
Experience
Sr Director, Critical Incident Center
Sep 2020 — Present · Bellevue, WA, US
Led a global escalation team resolving Salesforce’s most critical customer cases, restoring trust with enterprise accounts. Later orchestrated the Critical Incident Center Readiness & Operations, building playbooks and frameworks that enabled teams and customers to navigate crises and adopt product changes with minimal disruption- Oversaw global team across all Salesforce clouds, delivering 24x7 enterprise coverage and an industry-leading customer experience- Implemented data-driven prevention initiatives that improved customer satisfaction year-over-year while maintaining reactive excellence- Achieved 100% direct manager employee satisfaction and 50% team promotion rate- Developed proactive response frameworks that turned high-risk, potentially public customer incidents into seamless global product launches- Partnered with Sales and Product leadership to create feedback loops, driving roadmap alignment, resolving systemic issues, and improving adoption outcomes- Designed job architecture and staffing models aligned to AI transformation, building a strong talent pipeline for future growth.
Education
University of Puget Sound
Bachelor of Arts - BA
Skills
- Leadership
- Management
- Team Leadership
- Product Management
- Cross-Functional Team Leadership
- Mobile Devices
- Customer Experience
- Program Management
- Call Center Development
- Training
- Telecommunications
- Analysis
- Wireless
- Strategy
- Marketing
- Customer Retention
- Call Center
- Call Centers
- Vendor Management
- Sales
- Process Improvement
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