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 DetailsWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.Job DetailsAs a member of the Salesforce Signature Success leadership team, you will lead a team that serves as a case assistance and escalation point for one of Salesforce’s top Strategic customers. You will be managing a team that coordinates the resolution efforts of cases for this customer across Salesforce businesses, including core Salesforce, Marketing Cloud and Pardot. You will be responsible for ensuring your team successfully oversees this customer’s high-priority cases related to their ongoing use and success of the Salesforce products, tools and services, and reports the status and updates of these cases. You own and drive key performance indicators for the team, including metrics reporting for internal and external stakeholders. By using your product and organizational knowledge and understanding of the customer’s business objectives, you will help the team advocate for the customer and facilitate the rapid resolution of key issues.Your Impact - Responsibilities:Enable your team to be successful as they:Coordinate multi-party troubleshooting efforts for customer cases while maintaining a positive reputation with all key stakeholdersAnswer any support/escalation-related questions received from cross-team and customer requestsProvide proactive external communications in the event of instance impacts, maintenance, or disruptionsContribute, review, and update the knowledge base and support team processesContribute and collaborate internally to the Salesforce team, share knowledge and best practices with team members, and serve as Subject Matter Expert (SME) for specific technical or process areas.Manage 5+ Salesforce team membersParticipate and provide updates on support issue status and trends in our Leadership QBRsAttend and represent the team in cross-team meetingsBuild cross-functional relationships with various parts of the businessProvide support escalation assistance and guidance to your additional team membersProvide and manage case metrics that will be reported at an executive level. Analyze these metrics and determine approaches to proactively prevent and address support issuesMinimum Qualifications:BA/BS Degree (or equivalent) in a related disciplineAt least 7 years of prior experience in a Customer Support or Account Management position in high tech, Cloud computing or related industry.Prior experience as a lead or people manager in a related industryExcellent communication and presentation skillsPreferred Qualifications:Salesforce Certifications in Associate, Advanced Administrator, Marketing Cloud Administrator, Pardot Consultant, and Platform App Builder.Minimum 1-year experience with Salesforce and/or CRM applications; Salesforce administrator preferredTechnical writing experienceThis is an office-flexible role. The expectation is to be in-office 2 days a week when local to an office.*LI-YAccommodationsIf 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.For Washington-based roles, the base salary hiring range for this position is $126,600 to $212,200.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.
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