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Salesforce.com, Inc Manager, Technical Support – Salesforce CPQ in Dublin, Ireland

Job CategoryCustomer Success Group

Job Details

The Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Tier 2 support engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

About Salesforce CPQ

Salesforce CPQ extends the Salesforce Sales Cloud with fully integrated Quote-to-Cash capabilities that include CPQ and Billing apps, delivered 100 percent natively on the Salesforce platform. Salesforce CPQ helps companies accelerate growth by automating quoting, contracting, and billing processes with our next generation Quote-to-Cash product suite.

Responsibilities:

  • Manage a support team 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 goals

  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

  • Ensure the delivery of high-quality technical and soft-skills training for direct reports

  • 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-organisational teams to deliver on organisational objectives

  • Manage workflows and schedules for direct reports and ensure adequate workload coverage

  • Deliver regular reports that provide qualitative and quantitative descriptions of business performance

  • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

  • Develop and maintain Support procedures and policies

  • Advocate for customers and define ways to continually add value to the customer experience

  • Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group

Experience/Skills Required:

  • BA or BS required

  • Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role

  • Experience with support tools and phone systems

  • Excellent written and verbal communication skills

  • Ability to successfully communicate and coordinate with departments across the organisation including Sales, Consulting, CSM, QA, Program Management, and Product Management

  • Solid, functional salesforce.com application knowledge

  • Ability to understand and escalate issues efficiently and appropriately

  • Demonstrated strong work ethic and advanced organisational skills

  • Ability to develop and deliver creative business solutions for complex problems

  • Ability to effectively work with tight schedules and fast paced environment

Experience/Skills Desired

  • Ability to attract, hire and retain high-performing support professionals

  • Functional or technical salesforce.com application knowledge

  • Ability to develop and deliver creative business solutions for complex problems

  • Ability to effectively work with tight schedules and fast paced 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.

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