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Senior Director, Technical Support
Salesforce
Tokyo, , Japan
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***No 3rd party or agency introductions accepted***
Department Description
The technical support team never loses sight of the importance of having fun and maintaining a work/life balance. The team nurtures a 'start-up culture' that keeps us focused on speed, excellence, and unrivaled "Customer Wow", which ultimately fuels our customers' success. 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.
Role Description
The Senior Director of Japan Technical Support is a customer-focused leader and is responsible for Salesforce.com's Portland Technical Support center for the Americas region. This role will be responsible for ensuring the highest sustainable level of customer satisfaction with Salesforce.com products and services. Key responsibilities include Escalation management, Customer Management, Duty Management, Change Management, and Adherence to established support processes. This role will drive regional performance to meet/exceed established goals by partnering successfully with peer teams. As a member of the Global Support management team, the Senior Director of Technical Support is both technically competent and business oriented.
Your Impact:
Success in this role will be measured by the number of cases you close in a month against your target, your customer satisfaction score and your contribution to customer and team success.
Responsibilities
• Resource, organize, and facilitate a team of Support engineers in Japan to provide high quality, accurate and timely customer support.
• Actively participate in formulating Delivery strategy based on skillsets, set team/department objectives, and ensure they are met.
• Monitor and manage key metrics such as Productivity which will measure the effectiveness of the team in meeting key goals such as Customer Satisfaction, Customer Loyalty and Productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce.com remains at the forefront of the industry in the provision of customer service.
• Ensure differentiation of Support Delivery via our Premier Success, Mission Critical Success and other value-added services.
• Provide primary regional interface into support organization for other lines of business by establishing operational relationships within regional Customer Success, Partner and Services organizations.
• Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other salesforce.com functions. Actively engage in implementing and supporting the evolution of support delivery model via Service Cloud features and enhancements.
• Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to Salesforce.com customers in resolving technical issues.
• Partner closely with the regional Customer Success organization to ensure POC's, Key Strategic Customers, and Sales driven escalations are handled with a high priority.
• Work pro-actively with Peer Managers to schedule staff, plan training activities, and other non-customer facing activities to meet Regions Capacity requirements.
• Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer delight.
• Responsible for coaching, mentoring staff including preparation of Individual Development plans and Creating a positive workplace with opportunities for the team.
• Travel as required.
Minimum Qualifications:
• BS or MS in Computer Science, or equivalent experience.
• 10+ years experience in a technical support environment, handling highly complex issues.
• 7+ years at the Management level, managing managers in addition to individual contributors, providing mission critical support to large enterprise customers.
• Previous experience directing and maximizing the benefits of collaborating global teams.
• Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner channels.
• Must have previous and demonstrated leadership experience in a technical support environment.
• Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role.
• Must be capable of dealing confidently and professionally at executive level internally and at 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 loyalty.
• Solid business sense, including experience with cost/benefit analyses.
• Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved.
• Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.
• Must be passionate about delivering Industry leading Customer support, and thrive in a fast-paced environment.
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 disruptive 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" six 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 incredible 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.