Technical Support Engineering Manager

3 weeks ago

Marquand, Missouri, United States Salesforce Full time

To ensure an optimal candidate experience, we recommend applying for a maximum of 3 positions within a 12-month period to avoid redundancy in applications.

Job Category: Customer Success

Job Overview:

About Salesforce:

At Salesforce, we are the Customer Company, pioneering the future of business through AI, Data, and CRM. Guided by our core values, we assist organizations across various sectors in forging new paths and engaging with customers in innovative ways. We empower you to become a Trailblazer, enhancing your performance and career trajectory while contributing positively to the world. If you believe in leveraging business as a powerful platform for change and in the principle of companies thriving while doing good, you are in the right place.

The Technical Support Engineering Manager for Salesforce Industries plays a crucial role in ensuring customer success by effectively leading a team of Technical Support engineers along with managing relevant support projects and processes. This position is integral to the Sales Cloud Support division. Responsibilities include overseeing case assignments and addressing customer issues, fostering career development, and managing project processes. The ideal candidate will be independent, self-driven, proactive, results-oriented, and committed to delivering exceptional customer satisfaction through top-tier technical support services.

  • Lead a support team to meet business goals, including achieving targets for customer satisfaction, employee engagement, service levels, resolution times, and project timelines.
  • Establish team objectives aligned with Global Support goals and assist team members in defining and achieving their individual objectives.
  • Ensure team members have the necessary resources, information, and processes to provide effective technical solutions to customers.
  • Address partner issues and cases from key strategic customers.
  • Conduct performance evaluations for all team members and provide ongoing feedback regarding performance relative to established goals.
  • Represent the Support department effectively on cross-functional teams to achieve organizational objectives.
  • Manage workflows and schedules for team members, ensuring adequate coverage of workloads.
  • Provide regular reports that offer qualitative and quantitative insights into business performance.
  • Oversee key processes such as FAQ analysis, case reviews, and customer feedback assessments.
  • Develop and uphold Support procedures and policies.
  • Advocate for customers and identify continuous improvement opportunities to enhance the customer experience.
  • Act as a manager, mentor, knowledge resource, and point of contact for customer concerns within the Support team.
  • Build credibility and trust within the support organization.

Minimum Qualifications:

  • A degree or equivalent relevant experience is required. Experience will be assessed based on core competencies for the role (e.g., leadership roles in extracurricular activities, military experience, volunteer roles, work experience, etc.).
  • A minimum of 8 years of experience managing high-profile programs in a matrixed environment.
  • Proven expertise in program management, ideally with experience in product development within the software as a service sector.
  • Demonstrated experience managing cross-functional program teams.
  • Strong communication and collaboration skills, with the ability to influence and negotiate effectively with stakeholders at all organizational levels.
  • Proven ability to develop and execute launch plans in a fast-paced, dynamic environment.
  • Excellent analytical and problem-solving capabilities.
  • Ability to excel in a fast-paced, dynamic environment characterized by a high degree of ambiguity and change.

Preferred Qualifications:

  • MBA.
  • Experience as a Program Manager for professional services or support offer launches.
  • Scrum Master certification (CSM), PMI, or PrMI certification.

Accommodations:

If you require assistance due to a disability when applying for open positions, please submit a request via the Accommodations Request Form.

Equal Opportunity Statement:

At Salesforce, we believe that the purpose of business is to improve the state of our world. Each of us has a responsibility to promote equality in our communities and workplaces. We are dedicated to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited resumes from headhunters or agencies. Salesforce will not compensate any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all individuals.

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