Senior Director of Technical Support Engineering, Salesforce
MuleSoft
$203-309.7k
Office located in Burlington, MA
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
$203-309.7k
Office located in Burlington, MA
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Degree or equivalent 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.)
- 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 maximizing 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)
- Deeply vested in the success and adoption of Industries products
- Highly organized and an effective communicator and influencer
- Has a beginner's mindset; always looking for new ways to make things better and challenges the status quo
What the job involves
- Reporting to the Vice President of Product Success, this person will own delivery of support services for the AMER region (US, Canada, LATAM) of all MuleSoft products
- As a proven, strategic leader, the position leads a team of Senior Managers, Managers and Support Engineers who are tasked with delivering technical support to our customers and partners
- As the AMER head for MuleSoft Support, this person has a high degree of visibility within the broader global Support
- Own and drive Technical Support outcomes, effectiveness and KPIs within AMER 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 escalation processes, response times/problem resolution, establishing SLAs and Top Case Drivers & Enhancements
- Partner with Digital Support Content team and oversee strategic projects to improve customer self service
- Analyze Customer trends and adopt knowledge centric support best practices
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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