Senior Manager/Director of Customer Centric Support Engineering, Salesforce
$200.8-334.6k
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
$200.8-334.6k
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- To be successful in this role, the right person should have leadership experience in a global SaaS-based engineering or technical support organization, leading software engineers and/or technical escalations for large and strategic customers
- The ideal candidate has a good understanding of software engineering, technical escalation procedures and the key drivers of customer satisfaction
- This person will have a consistent record of engaging with customers - both internal and on occasion external - to instill confidence in technical resolution plans
- 8 + years of experience in product management, software engineering, technical support, or a similar technical role, and 3+ years of people management
- The ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed, and to choose the best one for a given situation
- Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required
- Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level
- Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level, and have fun while doing what it takes to get things done!
- Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
- BA/BS Degree (or equivalent) in technical field
What the job involves
- As a critical escalation point for challenging customer-impacting incidents, the Customer Centric Engineering (CCE) team ensures the continued success of our large customer base by investigating, reproducing, and diagnosing complex technical issues
- Lead a team of CCE Availability engineers to achieve objectives including the attainment of targets for resolution time and
- Be accountable for the success of the team, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals
- Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support. Be an ambassador for Customer Trust and drive accountability through influence
- Quarterback highly visible, critical technical escalations ensuring timely and complete resolution. Lead cross-functional efforts to solve for the root cause. Inspire trust and confidence in Salesforce when communicating with customers
- Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure
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
Few candidates hear
back within 2 weeks
-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 values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
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.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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