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Job Category

Customer Success

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.

Senior Director

Technical Support Engineering

Mexico City

Job Description Summary

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 innovative 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 tremendous 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.

Reporting to the Vice President of Product Success, this person will own delivery of support services for the AMER region (US, Canada, LATAM) across Core clouds. As a proven, strategic leader, the position leads a team of Directors, Senior Managers, Managers and Support Engineers who are tasked with delivering technical support to our customers and partners. As the senior leader of Support for our Mexico City hub, this person has a high degree of visibility within the broader global support organization.

Job Responsibilities

• Own and drive Technical Support outcomes, effectiveness and important metrics within AMER/LATAM region by Success Plan (Signature, Premier, Standard)
• Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies and enable scale.
• Represent thought leadership in the global support organization
• Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Coach team members provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support option
• Identify training topics and schedule continuing education with a focus on career development and upskilling
• Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.
• Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as management level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently
• Keep informed of product plans and schedule training for Technical Support.
• Drive a close engagement with Engineering Teams to address customer concerns around critical issue processes, response times/problem resolution, establishing SLAs and Top Case Drivers & Enhancements
• Partner with Digital Customer Success team and oversee strategic projects to improve customer self service
• Analyze Customer trends and adopt knowledge centric support standard methodologies

Preferred Qualifications and Skills

• 10+ years experience in a technical support environment, handling highly complex software issues.
• 5+ years at the management level, managing managers in addition to individual contributors, to support large enterprise customers.
• Previous experience directing and improving the benefits of collaborating with global teams.
• Practical experience managing multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization
• Must be capable of dealing confidently and professionally at executive level internally and with customers.
• Proven ability to manage complex processes and drive continuous process improvement.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction.
• Proven track record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, Services, Documentation, and Business Technology (BT)
• Highly organized and an effective communicator and influencer
• Has a beginner's approach; always looking for new ways to make things better and challenges the status quo.

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