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Salesforce.com, Inc Senior Manager, Critical Incident Response in Atlanta, Georgia

Job CategoryCustomer Success Group

Job Details

Senior Manager of Data Analytics, Process Automation, and Innovation Leader, Critical Incident Response Team

Location: Herndon, VA or Indianapolis, IN, Portland, OR, or Atlanta, GA

Description

This role is a highly customer-focused operational regional leader that is part of a global team responsible for ensuring flawless corporate execution in the rapid response to critical operational incidents. As a member of the Global Customer Success Group, this individual contributor has strong technical knowledge of complex systems, deep experience leading the organizational response to complex critical incidents, and guiding major customers and partners through them by mitigating the impact. This leader will be in a hybrid role acting as a functional leader across multiple domains including Data strategist, Program Manager, Innovation incubator and influencer both inside and outside the organization. This role generally works 5 days a week during business hours and may require some weekend work.

Key Responsibilities

· Help create a data strategy for the Critical Incident Centers that allows for a repository of data across everything we do

· With Data at our fingertips, drive analytics to point out key trends, opportunities, and focus areas

· Review process and lead projects to ensure we are working off a standardized, global approach ensuring a repeatable and predictable experience each and every time

· Ensure we are ‘Customer Zero’ leveraging Salesforce to automate and innovate using AI, and other Salesforce features to lead by example

· Key Influencer both within the team and across the organization to ensure we are all marching in the same direction and singularly focused on the customer

· Espouse the Salesforce Ohana spirit in everything you do, ensuring our culture continues to be our differentiator

Minimum Requirements

· BS or MS in Computer Science or related technical area

· 10+ years’ experience in Service or Operational leadership roles supporting highly complex systems and key customers in a mission-critical infrastructure environment

· The ability to cross-functionally lead and manage the response to high priority, high visibility service impacting issues

· Strong technical knowledge of complex systems, ideally in a multi-tenant environment

· Accomplished cross-functional Incident Management Leadership Experience

· Outstanding Communication skills at the Executive Level: Both Written and Verbal Communications

· Strong Partnership and Collaboration Skills

· Prior experience in a 24x7x365 operations environment is a benefit

· Prior experience performing incident response or digital forensics as part of an internal team or in a consulting capacity

Specific Skills

• Ability to build out a data strategy

• Strong Data Analytics capability, making sense of multiple influx of data points to create a data repository and build out Dashboards, reports, and relevant trends

• Leverage data to go from reactive to proactive with the ability to predict incidents, responses and get ahead of issues

• Can take existing process and find ways to simplify, standardize and automate

• Innovation as a function, ensuring problems are being solved in innovative ways every day

• Ability to manage and prioritize multiple escalations occurring all at once

• Ability to calmly assess situations and execute flawlessly under duress

• Has experience collaborating and communicating on executive-level situations

• Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role

• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

• A team player who is influential and builds good working relationships across all levels and functions

• Proven ability to manage complex processes and drive continuous process improvement

• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required

• Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved

• Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment

Posting Statement

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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

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