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Job Category
Customer Success
Job Details
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We are seeking a proven and strategic Director of Technical Support to lead a team of Support Managers and engineers who support our customers and partners. This position will be working within the Marketing 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. This individual would be expected to work on customer escalations, collaborate with TMP and also global business teams. Should be able to partner and drive cross cloud collaboration. This individual would be expected to champion and drive High performance Culture within their teams. 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. The candidate is expected to be independent, self-motivated, upskill, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. Knowledge of Core cloud, experience working on prevention and self help is preferred.
Experience/Skills Required:
- Ability to effectively work with tight schedules and a fast paced environment
- Minimum of a Bachelor's degree is mandatory
- Minimum of 18 - 21 years leading technical support professionals
- 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
- Ability to understand and escalate issues efficiently and appropriately
- Demonstrate strong work ethic and advanced organizational skills
- Ability to develop and deliver creative business solutions for complex problems
- Ability to effectively work with tight schedules and a fast paced environment
- Ability to attract, hire and retain high-performing support professionals
- Functional or technical salesforce.com application knowledge
- Functional / Technical expertise to understand customer implementation of salesforce technologies and drive the team to predict, prevent issues.
Work hours - We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.
Detailed Role & Responsibilities:
- Embody Salesforce values and provide exemplary leadership
- Manage support teams 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
- Hire and coach world class talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities
- Effectively represent the Support department on cross-organizational teams to deliver on organizational 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 mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group
- Flexible to work on weekend (not necessarily Saturday and Sunday) shifts as per Business Needs
- Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support leadership
- We are a matrix organization and hence needs to have the ability to work with other leaders across the globe
- Needs to have an analytical bent of mind with excellent operational skills
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