Job Category
Customer Success Group
Job Details
A Technical Support Senior Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals/managers, and project management processes. They would own end to end KPIs of their direct team members and have a consultative approach towards meeting the organization goals and compliance.
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 the next cadre of senior leadership as per Salesforce values, while being a face of organization to the wider world.
Experience/Skills Required :
Overall work-experience of 15+ years, with strong people management expertise of at least 6 years in technical support management roles with an exposure of cloud technologies and platform
Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
Continuously raises the bar on what defines customer service delivery.
Excellent situational awareness in handling objections in dynamic customer environments.
Leading cross-functional collaboration across global teams
Drive stakeholder engagement across peers and senior management
Ability to address and effectively engage large audiences and hold their interest
Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
Strong Escalation management experience with multiple stakeholders including customers and product teams and with a demonstrated ability to get on escalation calls with customers, high severity incident bridges and executive level escalations.
Proven contributions towards planning, creating, implementing and evaluating business processes to achieve continuous improvement objectives.
Expertise on converting data to intelligent business case scenarios
Roles & Responsibilities :
Manage a team of support engineers 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 and team goals
Ensure that direct reports have the resources, information, and processes necessary to deliver effective outcomes
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.
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Serve as a mentor, knowledge resource, and escalation point for support engineers and managers.
Foster and facilitate the professional growth and development of team members
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management as per business need.
Skills Desired
MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Location : Hyderabad
Work Hours :
We operate 24×7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue – Sat, Wed – Sun).
While we have 5 days a week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)
AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards
Work hours are subject to change depending on business needs.
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .
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 Salesforce and explore our benefits.
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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
Salesforce welcomes all.