Job Description

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 Customer SuccessJob DetailsAbout SalesforceWe\xe2\x80\x99re 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 \xe2\x80\x94 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 \xe2\x80\x93 you\xe2\x80\x99ve come to the right place.A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Support Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, and guide/mentor the next cadre of leadership as per Salesforce values, while being a face of the organization to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.Location: HyderabadWork Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.Experience/Skills Required:\xe2\x97\x8f Overall work experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
\xe2\x97\x8f Experience with support tools and phone systems.
\xe2\x97\x8f Excellent written and verbal communication skills.
\xe2\x97\x8f Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
\xe2\x97\x8f Highly beneficial to have any Salesforce.com Service Cloud product support experience.
\xe2\x97\x8f Continuously raises the bar on what defines customer service delivery.
\xe2\x97\x8f Excellent situational awareness in handling objections in dynamic customer environments.
\xe2\x97\x8f Leading cross-functional collaboration across global teams
\xe2\x97\x8f Self-motivated, takes initiative, assumes ownership, and runs programs with minimal supervision
\xe2\x97\x8f Drive stakeholder engagement across peers and senior management
\xe2\x97\x8f Ability to address and effectively engage large audiences and hold their interest
\xe2\x97\x8f Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
\xe2\x97\x8f Provide guidance, mentoring, training, and delegate responsibilities to managers enabling their professional growth and development
\xe2\x97\x8f Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
\xe2\x97\x8f Strong Escalation management experience with multiple stakeholders including customers and product teams
\xe2\x97\x8f Demonstrate strong work ethic and advanced organizational skills
\xe2\x97\x8f Ability to develop and deliver creative business solutions for complex problems
\xe2\x97\x8f Ability to attract, hire, and retain high-performing support professionals
\xe2\x97\x8f Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insightsRole & Responsibilities:
\xe2\x97\x8f We are a 24 hrs 7 days week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.
\xe2\x97\x8f Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. \xc2\xb7 Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
\xe2\x97\x8f Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
\xe2\x97\x8f Ensure the delivery of high-quality technical and soft-skills training for direct reports
\xe2\x97\x8f Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
\xe2\x97\x8f Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
\xe2\x97\x8f Manage workflows and schedules for direct reports and ensure adequate workload coverage
\xe2\x97\x8f Deliver regular reports that provide qualitative and quantitative descriptions of business performance
\xe2\x97\x8f Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
\xe2\x97\x8f Develop and maintain Support procedures and policies
\xe2\x97\x8f Advocate for customers and define ways to continually add value to the customer experience
\xe2\x97\x8f Serve as a manager, mentor, knowledge resource, and escalation point for support engineers; Build credibility and trust within the support group
\xe2\x97\x8f Foster and facilitate the professional growth and development of team members
\xe2\x97\x8f Empower and install confidence in team members to enable them grow
\xe2\x97\x8f Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
\xe2\x97\x8f Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
\xe2\x97\x8f Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners.
\xe2\x97\x8f Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support managementSkills Desired:MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etcAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .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 and explore our company benefits at .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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .\xef\xbb\xbfSalesforce welcomes all.

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