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Salesforce.com, Inc Senior Director - Technical Support in Burlington, Massachusetts

Job CategoryCustomer Success Group

Job Details

We are seeking a proven, tactical and strategic Senior Director of Technical Support to lead a team of Directors, Support Managers and agents who are tasked with supporting our customers and partners. This position will be located in Burlington, Massachusetts working within the Commerce Cloud Support business. This individual will lead a highly visible and motivated team and will interact extensively with Support leaders across the rest of the world. The ideal candidates should possess extensive Technical Support leadership experience, preferably supporting global clients in a cloud or software environment as well as key customer events including Holiday Planning/Readiness.

  • Work with Sales to understand customer issues and partner with the sales team to improve overall Support processes

  • Drive close engagement with the Commerce Cloud Engineering Teams to address customer concerns around escalations processes, response times, problem resolution, establishing SLA's and top product enhancements.

  • Oversee strategic projects to improve customer self service

  • Understand technical training needs and help drive priorities with our internal training strategy

  • Resource, organize, and facilitate a team of Support agents at both in-house and outsourced locations in providing high quality, accurate and timely customer support.

  • Actively participate in setting team/department objectives & ensure they are met.

  • Work with Sales, Technology and CSG organization to continue to improve the overall support experience.

  • Manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer Effort, Customer satisfaction, Customer Loyalty and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce remains at the forefront of the industry in the provision of customer service.

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

  • Work pro-actively with Peer Managers to schedule staff, plan training activities, and other non-customer facing activities to meet Regions Capacity requirements.

  • Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer

PREFERRED QUALIFICATIONS & SKILLS:

  • BS or MS in Computer Science, or equivalent experience.

  • 10+ years experience in a technical support environment, handling highly complex issues.

  • 5+ years at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.

  • Previous experience directing and maximizing the benefits of collaborating with global teams.

  • Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.

  • Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner

  • Must be capable of dealing confidently and professionally at executive level internally and at customers.

  • 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.

  • Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.

LEADERSHIP QUALITIES:

  • PASSION: Passionate about Customer Success

  • BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great listener and hands-on

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart

  • TRUST: Trust the company's core values

  • ADAPTABLE: Excels in high levels of uncertainty and change



ABOUT SALESFORCE:

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 disruptive 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 incredible 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.

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.

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.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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