Salesforce Looking for Sr. Manager -Technical Support Engineering at Bengaluru, Karnataka Full Time

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Job Category

Customer Success Group

Job Details

A Technical Support Senior Manager is responsible for ensuring the success of our customers by effectively managing leaders and a team of Success Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer issues, career development of individuals/managers, and project management processes. They would own end to end KPIs of their direct team members (Managers & Success Engineers) 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 12+ 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 Experience in managing managers and technical support professionals.

Strong teammate with a service-oriented attitude and a keen focus on enhancing customer experience.

Continuously sets the standard on what defines customer service delivery.

Excellent situational awareness in handling objections in dynamic customer environments.

Leading cross-functional collaboration across global teams

Drive customer 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 managers and 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., or equal experience.

Salesforce Service Cloud or any other Cloud Certifications would be a plus.

Good understanding of Salesforce Service Cloud products from a Generalist perspective would be an added advantage.

Strong Operational Management skills in a Product based environment with a strong focus on customer experience management and escalations.

Location : Hyderabad / Bangalore

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

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