VP, Customer Support - Industries Cloud

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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 Customer Support is seeking a Vice-President to lead the global Industries Cloud team. This pivotal role involves overseeing teams across regions to deliver round-the-clock support to our valued cloud customers and partners.

If you have a proven track record of leveraging strong technical expertise and consultative skills, coupled with business acumen and a knack for empathizing with customers, then this role is tailor-made for you. We are looking for a dynamic leader who thrives on independence, self-motivation, and proactively excelling in a fluid environment — while remaining results-focused at all times. Join us in driving excellence and success in cloud customer support.

Primary Responsibilities:

• As a valued member of the team, you play an integral role in realizing our global support vision for the Industries Cloud support. You’re expected to bring initiatives to the table and collaborate with team members in order to strengthen the long-term technical vision of the company’s mission.

• Embrace a beginner’s mindset to embed “The Art of Service” throughout our organization, enhancing processes and working practices to ensure the realization of our goals. Foster a culture of continuous improvement and strive to maintain Salesforce's position at the forefront of the industry in delivering exceptional customer service.

• Act as an escalation point for high-severity customer issues that arise from within the team, from customers or from other Salesforce functions.

• Provide daily operational leadership to the global teams.

• Establish strong and dependable relationships across the organization, ensuring alignment of team goals with the company’s overarching vision, mission, and objectives.

• Offer mentorship and growth opportunities to your staff, nurturing their development.

• Diligently track metrics and leverage insights to proactively enhance customer satisfaction and retention.

• Collaborate closely with stakeholders across the global business to deliver best-in-class service to customers by facilitating seamless onboarding and providing ongoing support — directly contributing to business growth.

• Take an active role in hiring, directing people management, technical direction, and building impactful teams.

• Establish an outstanding relationship with Engineering, Product Management, and Infrastructure teams to address top case drivers and to respond effectively to escalated issues.

• Develop strong, collaborative relationships with key executives and leaders across the organization — as well as with peers within the Support leadership team and across other customer-facing teams, such as Success, Services and Renewals.

• Deeply engage with our customers to actively listen to their feedback and take decisive action based on their input.

• Be an expert in rebuilding customer trust, adept at handling escalations and personally driving resolutions for highly escalated situations. Leads escalations from Field and Account teams in a prompt yet comprehensive manner.

• Embodies the values of Trust, Customer Success, Innovation, and Equality.

• Be the voice of the customer in order to drive improvements in products.

• Possess strong analytical skills and the ability to thrive in ambiguous and fast-paced environments, driving initiatives forward with confidence.

Required Qualifications

• Minimum of a Bachelor's degree is mandatory.

• 15+ years experience in an enterprise Technical Support environment, handling complex Platform and Application Support.

• 10+ years leading Global teams interacting with internal and customer executives.

• An authority in Support automation, has delivered world class Support automation at scale.

• Experience in running large organizations at scale.

• Strong technical and finance acumen, with a demonstrated ability to run and lead co