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Salesforce.com, Inc Executive Vice President, Customer Support in San Francisco, California

Job CategoryCustomer Success Group

Job DetailsSalesforce, 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.Job Profile

  • The EVP Customer Support will manage all aspects of global customer support and service, leading a growing team of 2,000

  • Oversee 1,000,000+ interactions annually while maintaining a culture of clarity, simplicity and excellence delivering an amazing customers experience

  • Drive extremely high rates of adoption, satisfaction (CSAT & NPS), renewals, and ultimately revenue

  • Manage the Global Customer Success Centers, including Technical Support, Mission Critical Support, Customer Onboarding, and the Critical Incident Center

  • Maintain key internal and external relationships with the ultimate goal of delighting Salesforce's customers

  • Plan and manage at both the strategic and operational levels

  • Track and manage proper metrics to ensure customer satisfaction and loyalty are maximized

  • Manage a dispersed and diverse team, including frequent global travel

  • Work cross-functionally with our product and development teams to resolve customer issues and enhance the salesforce solutions in the market

    Required Skills/Experience:

  • 4th or 5th line leadership experience leading large, global teams

  • Consistent overachievement of goals

  • 12+ years in customer support and/or customer service

  • Proven success working within a highly matrixed organization and establishing strong relationships across the organization

  • The gravitas to represent one of the most critical functions within Salesforce to executive leadership, key stakeholders, and peers in other functions

  • Strong operational and analytical abilities

  • Strong track record of recruiting, developing and retaining a high performing customer support organization

  • The ability to see the big picture without losing sight of the details; the ability to inspire a team to drive consistent excellence

  • Experience thriving within a global software company with multi-billion dollar revenue strongly preferred

  • Bachelor degree preferred

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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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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