COMPLETE Manager, Data Cloud -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.

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.



A Technical Support Manager is responsible for ensuring the success of our customers by effectively leading a team of Technical Support Engineers (Salesforce Product Suite Technical Experts) along with associated support projects and processes.

This role involves handling critical customer issues, career development of individuals, and project manage processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world 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 premier support services.

Candidate must live in the Indianapolis, IN or Bellevue, WA area and work in our office.

Responsibilities:

• Lead a team of Support Engineers
   
• Lead the daily operations of the team members, including schedules, case and phone routing as well as coverage, out of office coordination, health check delivery, etc.
   
• Handle support level and customer satisfaction metrics; ensure the support key metrics are being met and exceeded.
   
• Lead a team of highly skilled engineers to handle daily case volume and customer critical issues.
   
• Hire, develop and evaluate personnel to ensure an efficient business operation.
   
• Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
   
• Handle case trend analysis to help solve issues that are recurring themes.
   
• Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations and to coach and develop employee skills.
   
• Receive and run customer complaints and raise to appropriate personnel ensuring successful and timely resolution.
   
• Identify and champion changes to methods, processes, systems and technologies to improve operational metrics.
   
• Ensure team has access to development tools, enablement, methodologies and any resources needed.
   
• Collaborate closely with peer managers as part of a distributed team to ensure global goals are met.
   
• Have a solid understanding of leading a Software Development Team and familiarity with force.com platform.

Experience/Skills Required:

• 5+ years experience working in critical support operations
• 4+ years in support management or support operations lead position, ideally handling developer support resources
• Outstanding written and verbal communication skills
• Knowledge of SaaS applications and platforms
• Knowledge of software development methodologies, development life-cycles, and use of development tools in a support -capacity
• Ability to lead a team of engineers through technical escalations efficiently and appropriately
• Ability to reliably work within tight schedules and fast paced environment
• Ability to attract, hire and retain strong support professionals
• Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.

Experience/Skills Desired

• Bachelor’s degree or equivalent experience in Computer Science or Business Management with technical focus
• Ability to attract, hire and retain impactful support professionals
• Functional or technical knowledge of one or more of the Salesforce products
• Experience working in a bilingual global customer centered work environment.
• Experience using Salesforce Service Cloud system

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

• Extraordinary enablement and on-demand training with Trailhead.com

• Exposure to executive leaders with vision and regular 1:1 coaching with leadership

• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

• For more details, visit https://www.salesforcebenefits.com/

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.