Senior Director, 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, Indiana office 3-5 days a week.

 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 environ