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 Category

Finance

Job Details

About Salesforce

We’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.

In today’s world, customers expect a fast and easy support and self-service experience. We’re digitally transforming to offer our ‘always-connected’ customers a smart, personalized and value-driven experience, providing them with the right information, at the right time and via the right channels. 

Putting the customer first is at the center of our Global Customer Support strategy. This role is a key position for the delivery of process innovation and continuous improvement initiatives across global support.

Our Customer Support Delivery Operations Managers help design, build and roadmap our future on the Salesforce platform. They work with our Customer Support Org stakeholders and technology partners to understand how emerging and existing Salesforce capabilities can be implemented to deliver a better work experience to our Support Engineers throughout the world, and thereby better serve our Customers. They center the Support Engineer in everything they do, to assure engineers can meet Salesforce customers where they are and resolve issues quickly. This person is part of the Customer Support Delivery Operations team, which drives improvement and innovation on the internal Customer Success Experience platform. We work on “Run the Business” Operations for Customer Support and engage on key strategic initiatives, new service/product integrations, &, M&A integrations.  

You will be working in a cross functional team that embraces technology on the forefront of the Salesforce platform, and embraces project management best practices informed by Agile methodologies and principles.
 

Your Responsibilities and Impact:

• Work with the Customer Support business to understand the day to day needs of Engineers and Managers, and work with PMO, BT and other stakeholders to deliver tool, technology, and process improvements on the internal Customer Success Experience Platform. 

• Inform roadmaps for long term vision and adoption of key Salesforce technologies.

• Ensure measurable outcomes can be set for new product implementations.

• Analyze and improve operational processes to improve overall workflow efficiencies and effectiveness.

• Apply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying best practices, and creating performance measurements.

• Elicit requirements and drive incremental process change using staff interviews, document analysis, requirements workshops, surveys, business process descriptions, business analysis and workflow analysis.

• Document processes and procedures using standard methodologies and tools.

• Track and Manage requirements for our stakeholders as part of helping to manage the Customer Support Experience portfolio. 

Minimum Requirements: 

• Bachelor’s degree with 5+ years applicable experience

• Previous Salesforce Customer Support experience required

• Strong organizational and project management skills

• Must be able to see the big picture, understand project objectives and be able to apply their understanding of how processes should work to operational improvement initiatives.

• Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritizing a varied workload with multiple stakeholders and shifting demands

• Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision

• Ability to drive programs and projects in a complex working environment, with many moving parts.

• Service Cloud implementation experience required.

• Fluent spoken and written English, highly effective written and oral communication skills.

• Multiple Salesforce certifications a must, especially Service Cloud certification.

 

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.