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Posted 12 months ago

Job Category
Products and Technology

Job Details

With over 12 million badges earned to-date, Trailhead has reinvented the way people learn Salesforce and is helping people get new skills and further their careers. The Trailhead audience, Salesforce admins, developers, and users, are instrumental to the success of Salesforce's customers, and by helping them adopt Salesforce successfully and learn our latest technologies, we can help them succeed in their journeys.

The Trailhead Support & Credential Operations Senior Manageris responsible for ensuring the success of's Trailblazers and Certified Professionals by effectively managing a team of Technical Support and Operations members 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 to 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 or equivalent experience
  • Minimum of 5+ years of managing technical support professional experience
  • Experience with support tools and customer tracking/interaction tools
  • Excellent written and verbal communication skills
  • Ability to successfully communicate and coordinate with departments across the organization
  • Solid, functional platform 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 run operations on a day to day basis in a hands on manner
  • Ability to attract, hire and retain high-performing support professionals
  • Experience and familiarity with Trailhead and Salesforce Certifications a plus
  • Attainment of Salesforce technical certifications (Administrator, Service Cloud, Platform Developer I, etc...) a plus
Detailed Role & 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
  • 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
  • Provide regular feedback on performance in terms of agreed upon performance and employee development goals
  • Effectively represent the Trailhead Support & Credential Operations 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 and updates that provide qualitative and quantitative descriptions of business performance to direct management and senior management
  • 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
  • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/Global Operations management
  • Run operations on a day to day basis in a hands on manner
Leadership Qualities:
  • Passionate about Customer Success
  • Always learning, approaches each interaction with open mind, great listener and hands-on
  • Ability to move fast and drive business value and results
  • Excels in high levels of uncertainty and change
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