COMPLETE Senior Director, Industries Technical Support Engineering

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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 exciting 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 tremendous 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!

Built on Salesforce, the World’s #1 CRM, Industries Cloud consists of a collection of Industry specific products. Businesses in every industry need to digitally transform with speed, flexibility and scale to keep up with changing times and customer demands, and we are proud to offer a breadth of industry cloud solutions to help customers get back on track quickly.

Reporting to the Vice President of Product Success, this person will own delivery of support services for the AMER region (US, Canada, LATAM) of Industries Cloud. As a validated, strategic leader, the position leads a team of Directors, Senior Managers, Managers and Support Engineers who are tasked with delivering technical support to our customers and partners. As the AMER head for Industries Cloud Support, this person has a high degree of visibility within the broader global Support. 

Please note: This role requires candidate to live locally and work in our Indianapolis, IN or Bellevue, WA offices.

 Job Responsibilities

• Own and drive Technical Support outcomes, effectiveness and KPIs within AMER region by Success Plan (Signature, Premier, Standard)

• Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies and enable scale.

• Represent thought leadership in the global support organization

• Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.

• Coach team members provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support option

• Identify training topics and schedule continuing education with a focus on career development and upskilling

• Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.

• Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.

• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.

• Serve as management level partner concern and pursue each critical issue as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently

• Keep informed of product plans and schedule training for Technical Support.

• Drive a close engagement with Engineering Teams to address customer concerns around critical issue processes, response times/problem resolution, establishing SLAs and Top Case Drivers & Enhancements

• Partner with Digital Support Content team and be responsible for strategic projects to improve customer self service

• Analyze Customer trends and adopt knowledge centric support standard methodologies  

PREFERRED QUALIFICATIONS & SKILLS:

• BS or MS in Computer Science, or equivalent experience.

• 10+ years experience in a technical support environment, handling highly sophisticated software issues.

• 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.

• Previous experience in one or more of our Industries Clouds including but not limited to: Fins Cloud, SFI Comms Cloud, Health Cloud, Vlocity, Omnistudio

• Previous experience directing and enhancing the benefits of collaborating with global teams.

• Practical experience leading multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.

• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization  

• Must be capable of dealing expertly and professionally at executive level internally and with customers.

• Confirmed ability to handle complex processes and drive continuous process improvement.

• Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required.

• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction.

Our ideal candidate:

• Proven track record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, Services, Documentation, and Business Technology (BT)

• Deeply vested in the success and adoption of Industries products

• Highly organized and an effective communicator and influencer

• Has a beginner's approach; always looking for new ways to make things better and challenges the status quo.

Our Investment In You

• Premier enablement and on-demand training - check out Trailhead.com for a sneak peek!
• Exposure to executive leaders with vision with a passion for living our values
• Clear path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Week-long product bootcamp

Volunteer Opportunities
Have you heard of our 1:1:1 model, passionate about giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are &anchor=1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
We have a public-facing website that explains our various benefits for:

• Health benefits
• Financial benefits and perks
• Time off and leave policies
• Parental benefits
• Perks and discounts

Visit https://www.salesforcebenefits.com/ for the full breakdown.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $198,800 to $303,200.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.