Posted almost 5 years ago

Department Description:

Join a high impact global engineering team that delivers Customer Love by solving the toughest technical customer escalations fast and champions trust strategy throughout the company.

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions each day for 100,000+ companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a critical escalation point for challenging customer-impacting incidents, the Customer Centric Engineering (CCE) team ensures the continued success of our large customer base by investigating, reproducing, and diagnosing complex technical issues.

Role Description (Introduction):

As a Sr. Manager/Manager in CCE, you will be responsible for the success and well-being of a team of Production Support engineers. You should be passionate about developing your directs while driving results. You know how to delegate effectively, providing context and support and letting creativity flourish. You will build close relationships with your CCE management peers and our key partners in Technical Support, Site Reliability, and R&D. You will lead strategic initiatives and exert influence across organizational boundaries in the name of Customer Trust.

To be successful in this role, you should have leadership experience in a SaaS-based engineering or technical support organization, managing software engineers and/or technical escalations for large and strategic customers. The ideal candidate has a good understanding of technical escalation procedures and the key drivers of customer satisfaction. This candidate should have a proven ability to engage with customers and internal stakeholders to instill confidence in technical resolution plans, and should possess exceptional communication skills.

If you're the right person for this job, you will understand what Production Support teams need to be successful, and be passionate about providing it.

Your Impact (Success):

Success will be measured by defined KPI and health metrics for both the team you will directly manage, and virtual team of product area you will be responsible for, as well as effectiveness as a leader for ensuring each team member's success in their role and career.

Your Impact (Responsibilities):

Manage a team of Production Support engineers to achieve objectives including the attainment of targets for resolution time and service levels.
Find, hire and retain the best technical talent.
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.
Build relationships with teams across the organization, including software engineering, data center operations, infrastructure, and Customer Support. Be an ambassador for Customer Trust and drive accountability through influence.
Quarterback highly visible, critical technical escalations ensuring prompt and complete resolution. Lead cross-functional efforts to solve for the root cause. Inspire trust and confidence in Salesforce when communicating with customers.
Guide the team in continuously improving as it grows, from maintaining a high bar for hiring, to restructuring as needed, to building and maintaining relationships with other teams across the company.
Drive cross-departmental strategic initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure.
Ensure clear organizational priorities which are aligned with departmental and company goals.

Minimum Qualifications (Required):

8+ years of experience in product management, software engineering, technical support, or a similar technical role, and 2+ years managing direct reports.
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.
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
BE/BTech Degree (or equivalent) in technical field

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.