To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsMANAGER/SENIOR MANAGER, TECHNICAL SUPPORT : A Technical Support Manager is responsible for ensuring the success of our customers by effectively leading a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer issues, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is encouraged to be involved in planning to manage the team, run projects of interpersonal importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world The candidate is encouraged to be independent, self-motivated, proactive, and able define and provide a high level of customer happiness through the delivery of premier support services.Location: HyderabadWork 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.Experience/Skills Required:Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.Strong Experience in leading technical support professionals.Experience with support tools and phone systems.Excellent written and verbal communication skills.Strong teammate with keen focus on improving customer experience.Continuously sets the standard on what defines customer service delivery.Excellent situational awareness in handling objections in multifaceted customer environments.Leading cross-functional collaboration across global teamsSelf-motivated, takes initiative, assumes ownership and runs programs with minimal directionDrive customer engagement across peers and senior managementAbility to address and effectively motivate large audiences and hold their interestStrong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversationsProvide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and developmentAbility to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product ManagementStrong Critical issue management experience with multiple partners including customers and product teamsDemonstrate solid work ethic and sophisticated interpersonal skillsAbility to develop and deliver creative business solutions for complex problemsAbility to attract, hire and retain hard-working support professionalsAbility to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive practical insightsDetailed 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. ยท Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goalsEnsure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customersEnsure the delivery of high-quality technical and soft-skills training for direct reportsDeliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goalsEffectively represent the Support department on cross-organizational teams to deliver on organizational objectives.Manage workflows and schedules for direct reports and ensure adequate workload coverageDeliver regular reports that provide qualitative and quantitative descriptions of business performanceManage key processes including FAQ analysis, case reviews, and customer feedback analysisDevelop and maintain Support procedures and policiesAdvocate for customers and define ways to continually make valuable contributions to the customer experienceServe as a manager, mentor, knowledge resource, and critical issue point for support agents; Build credibility and trust within the support groupFacilitate the professional growth and development of team membersEmpower and install confidence in team members to enable them growFlexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdaysWork as Duty Manager on rotation or as per business needs handling customer partner concerns and priority issuesTake up and deliver on any other responsibilities as assigned from time to time by reporting manager/support managementSkills DesiredIndustry certifications like PMP, PRINCE2, ITIL, Six Sigma etcFunctional or technical salesforce.com application knowledgeEducation: Degree or equivalent relevant 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.)AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. 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. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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