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Job Category
Customer Success
Job Details
About Salesforce
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MANAGER TRIAGE: A Triage Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) who provide first level voice support to our customers along with managing associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.
Location: Hyderabad
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.
Skills and Experience
- Masters Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- Overall work-experience of 12+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
Skills Desired:
MBA (or equivalent work experience) and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Functional or technical salesforce.com application knowledge
Experience in managing global customers
Detailed Role & Responsibilities:
- We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.
- 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-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 manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
- Foster and facilitate the professional growth and development of team members
- Empower and install confidence in team members to enable them grow
- Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
- 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 management
About Salesforce:
Salesforce, 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.
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