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Posted about 1 year ago

Job Category
Customer Success Group

Job Details

Data Analytics, Process Automation, and Innovation Senior Manager, Critical Incident Response Team

Location: Herndon, VA or Indianapolis, IN, Portland, OR, or Atlanta, GA, or Remote


As a member of the Global Customer Success Group, this individual contributor has strong technical knowledge of complex systems, deep experience leading the organizational response to complex critical incidents, and guiding major customers and partners through them by mitigating the impact. This leader will be in a hybrid role acting as a functional partner across multiple domains including data strategist, program manager, innovation incubator and influencer both inside and outside the organization. This role generally works 5 days a week during business hours and may require some weekend work.

Key Responsibilities:
  • Help create a data strategy for the Critical Incident Centers that allows for a repository of data across everything we do.
  • With data at our fingertips, drive analytics to point out key trends, opportunities, and focus areas.
  • Review process and lead projects to ensure we are working off a standardized, global approach ensuring a repeatable and predictable experience each and every time.
  • Ensure we are 'Customer Zero' leveraging Salesforce to automate and innovate using artificial intelligence, and other Salesforce features to lead by example.
  • Espouse the Salesforce Ohana spirit in everything you do, ensuring our culture continues to be our differentiator!

    Minimum Requirements:
  • BS or MS in Computer Science or related technical area.
  • 10+ years' experience in service or operational leadership roles supporting highly complex systems and key customers in a mission-critical infrastructure environment.
  • The ability to cross-functionally lead and manage the response to high priority, high visibility service impacting issues.
  • Strong technical knowledge of complex systems, ideally in a multi-tenant environment
  • Accomplished cross-functional incident management leadership experience
  • Outstanding written and verbal communication skills at the executive level
  • Strong partnership and collaboration skills
  • Prior experience in a 24x7x365 operations environment is a benefit.
  • Prior experience performing incident response or digital forensics as part of an internal team or in a consulting capacity.

  • Ability to build out a data strategy
  • Strong data analytics capability, making sense of multiple influx of data points to create a data repository and build out dashboards, reports, and relevant trends
  • Leverage data to go from reactive to proactive with the ability to predict incidents, responses and get ahead of issues
  • Can take existing process and find ways to simplify, standardize and automate
  • Innovation as a function, ensuring problems are being solved in innovative ways every day
  • Ability to manage and prioritize multiple escalations occurring all at once
  • Ability to calmly assess situations and execute flawlessly under duress
  • Has experience collaborating and communicating on executive-level situations
  • Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role.
  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
  • A team player who is influential and builds good working relationships across all levels and functions.
  • Proven ability to manage complex processes and drive continuous process improvement.
  • Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
  • Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved.
  • Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.

    Posting Statement and are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or