Posted almost 5 years ago

Job Category
Customer Success Group

Job Details

We are looking for ambitious team players to join our cutting-edge customer engineering team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The roles are apart of the Global Support organization, that have responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce's suite of products by becoming a Salesforce cloud application and platform expert.

The ideal candidates are a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem-solving skills, is able to learn new technologies quickly, and uses their time efficiently. These roles may require work outside of normal business hours, holidays and some weekends as this is an on-call position.

We are looking for both a Senior Managerand Managerthat will be responsible for ensuring the success of our customers by effectively managing technical support managers, a team of Tier 2 Support Engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Responsibilities:

• 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 Tier 2 Support employees; Build credibility and trust within the support group.

Experience/Skills Required:

• BA or BS required.
• Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role.
• 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. Experience/Skills Desired
• Ability to attract, hire and retain high-performing support professionals
• Functional or technical salesforce.com application knowledge.
• Experience building or managing Developer Support teams.
• Ability to develop and deliver creative business solutions for complex problems.
• Ability to effectively work with tight schedules and fast paced environment

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement

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.