Salesforce

Director of Technical Support

Salesforce

June 10, 2021


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Job Category
Customer Success Group
Job Details
We are seeking a proven, tactical and strategic Director of Technical Support to lead a team of Support Managers and engineers who are tasked with supporting our customers and partners. This position will be working within the Sales Cloud Support business. This individual will lead a highly visible and motivated team and will interact extensively with Support leaders across the rest of the world. The ideal candidates should possess extensive Technical Support leadership experience, preferably supporting global clients in a cloud or software environment as well as key customer events.
RESPONSIBILITIES:

  • Resource, organize, and facilitate a team of Support engineers both in-house and outsourced locations in providing high quality, accurate and timely customer support.

  • Be accountable for the success of direct reports, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals.

  • Manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer Effort, Customer Satisfaction, productivity.

  • Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce remains at the forefront of the industry in the provision of customer service.

  • Act as an escalation point for high severity customer issues that arise from within the team; directly from customers or from other Salesforce functions.

  • Work with Sales, Technology and the broader CSG organization to continue to improve the overall support experience.

  • Oversee strategic projects to improve customer experience; self-service and assisted.

  • Actively participate in setting team/department objectives & ensure they are met.

  • Find, hire and retain technical talent.

PREFERRED QUALIFICATIONS & SKILLS:

  • 10+ years experience in a technical support environment, handling highly complex issues.

  • 5+ years at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.

  • Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed, and to choose the best one for a given situation.

  • Deep empathy for the Customer mindset. Proven ability to think Customer-first and effectively prioritize and escalate customer issues as required.

  • Outstanding interpersonal skills conducive to collaboration, participating in a global management team, and building bridges across organizational boundaries.

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

  • Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done.

  • Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.

  • Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner

  • Proven ability to manage complex processes and drive continuous process improvement.

  • BA/BS Degree (or equivalent) in technical field.

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