Posted almost 5 years ago

The role is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.


Experience/Skills Required:
- Ability to effectively work with tight schedules and fast paced environment
- BA or BS required.
- Minimum of 18+ years of managing technical support professional experience
- Experience with support tools and phone systems.
- Excellent written and verbal communication skills.
- Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
- Solid, functional salesforce.com application knowledge.
- Ability to understand and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic and advanced organizational skills.
- Ability to develop and deliver creative business solutions for complex problems.
- Ability to effectively work with tight schedules and fast paced environment.

-Ability to run operations on a day to day basis in a hands on manner.


Experience/Skills Desired

- Ability to attract, hire and retain high-performing support professionals
- Functional or technical salesforce.com application knowledge.
- Experience building or managing Support teams.
- Ability to develop and deliver creative business solutions for complex problems.


Detailed Role & Responsibilities:

Work hours can change depending on Business requirements (AMER/APAC)

- Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
- Ensure the delivery of high-quality technical and soft-skills training for direct reports.
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Manage workflows and schedules for direct reports and ensure adequate workload coverage.
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
- Develop and maintain Support procedures and policies.
- Advocate for customers and define ways to continually add value to the customer experience.
- Serve as a manager, mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group.
- Flexible to work in AMER Workhours and on weekend shifts as per Business Needs.
- Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues.
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.

- Run operations on a day to day basis in a hands on manner.

Salesforce.com and Salesforce.org 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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.