Job Description

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Job Category

Customer Success Group

Job Details

A Technical Support Senior Manager is responsible for ensuring the success of our customers by effectively managing leaders and a team of Success Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals/managers, and project management processes. They would own end to end KPIs of their direct team members (Managers & Success Engineers) and have a consultative approach towards meeting the organization goals and compliance.

Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide / mentor the next cadre of senior leadership as per Salesforce values, while being a face of organization to the wider world.
Experience/Skills Required :

• Overall work-experience of 15+ years, with strong people management expertise of at least 6 years in technical support management roles with an exposure of cloud technologies and platform
• Strong Experience in managing managers and technical support professionals.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Continuously raises the bar on what defines customer service delivery.
• Excellent situational awareness in handling objections in dynamic customer environments.
• Leading cross-functional collaboration across global teams
• Drive stakeholder engagement across peers and senior management
• Ability to address and effectively engage large audiences and hold their interest
• Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
• Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
• Strong Escalation management experience with multiple stakeholders including customers and product teams and with a demonstrated ability to get on escalation calls with customers, high severity incident bridges and executive level escalations.
• Proven contributions towards planning, creating, implementing and evaluating business processes to achieve continuous improvement objectives.
• Expertise on converting data to intelligent business case scenarios
  

Roles & Responsibilities :

• Manage a team of managers and support engineers 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 and team goals
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective outcomes
• 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-organizational teams to deliver on organizational objectives.
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance
• Serve as a mentor, knowledge resource, and escalation point for support engineers and managers.
• Foster and facilitate the professional growth and development of team members
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management as per business need.
  

Skills Desired
MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc Salesforce Marketing Cloud/ Any other Cloud Certifications would be a plus Exposure to Salesforce Marketing Cloud/Pardot/Salesforce domain would be an added advantage.
Location : Hyderabad

Work Hours : We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).

While we have 5 days a week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)

AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)

EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time

APAC hours – 5.30 AM IST onwards

Work hours are subject to change depending on business needs.

Accommodations

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