Salesforce

Global Support & Critical Incident Management Manager, Weekends

Salesforce

July 21, 2021


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Job Category
Customer Success Group
Job Details
The Manager, Weekend Leadership, is part of the Critical Incident Center (CIC) team, a highly customer-focused and hands-on operational role. The role is responsible for providing weekend leadership to Salesforce’s Support management function and drives enterprise-wide Critical Incident Response and escalations.
The CIC team leads the Corporate Incident Response, with flawless execution of our incident playbooks, ensuring we respond as one company focused on restoring service rapidly with minimal customer impact. In this role, the Manager will be the operations lead across the Support and Critical Incident Center teams , with decision-making responsibility and the authority to manage all issues that arise. They will support weekend staff and drive customer-impacting cases to appropriate resolution and incidents to service restoration.
The Manager executes the Weekend Leadership program through preparation and planning, balancing authoritative and collaborative operational modes based on the situation, in a hands-on capacity.
The Manager will build strong relationships with stakeholders , including; the Support teams across all cloud products, Customer Success team, Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.
The successful candidate will have a proven track-record of interacting with customers , working with executives, responding to escalations and incidents, working hands-on with the team , and managing stress and ambiguity. This role brings an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that will reduce or eliminate impact to our customers. The successful candidate will work with the Director to build a work schedule to provide seamless follow-the-sun weekend coverage.
Key Responsibilities:

  • Own the weekend leadership for Salesforce’s Support Management and the Corporate Incident Response.

  • Hands-on escalation manager for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.

  • Own and engage in the Critical Incidents

  • Represent Salesforce on customer bridges and webinars.

  • Lead the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

  • Work with the Pillars to analyze case and incident trends for continuous improvement.

  • Engage with stakeholders to drive operational excellence through the weekend

  • Drive consistently high levels of internal/external customer satisfaction.

  • Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.

  • Continuously raise the bar on customer service delivery excellence.

Experience / Skills Required:

  • 7+ years of experience in support management, escalation management, and incident response in a high-growth software/hardware technology organization.

  • Highly collaborative and diplomatic; curious, patient, open, and honest; able to develop strong working relationships across matrixed teams.

  • Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.

  • Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

  • Focused on quality of service, process development with continuous improvement.

  • Preemptive problem-solver engaged both strategically and tactically.

  • Strong cloud and infrastructure technology and delivery experience.

  • Strong escalation management experience with multiple stakeholders, including customers and product teams.

  • Understanding of Salesforce product offerings is strongly preferred.

  • Intense operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.

  • Strong customer-facing experience, bridge management, Incident Command

  • Self-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision.

  • Deliver operational reports that provide qualitative and quantitative analysis of business performance .

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