This job has expired, please see additional jobs below
Senior Director
Salesforce
Hillsboro, OR, United States
Job Details - this job has expired, please see similar jobs below
Senior Director, Signature Success
Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Senior Director, Signature Success
Signature Success Support is a strategic profit center and highest level of support at Salesforce that provides our largest and most strategic customers with a global designated team, rapid response and resolution, and proactively monitors and helps avert problems before they occur.
Job Description:Reporting to the VP of Signature Success, the Senior Director of Signature Success is primarily responsible for building a highly skilled team in the American region that executes flawlessly to deliver a very high degree of customer success in a way that scales. Signature Success is currently the fastest growing Support offering at Salesforce and is expected to more than double in size this year. The team has over 100 engineers today and is expected to cross 200 before the end of the year. Global Customer Success Centers includes MCS, Technical Support, Escalation Management, Critical Incidents Center, Remote Accelerator delivery, and is part of the Customer Success Group (CSG) at Salesforce.
The ideal candidate is a seasoned support executive who has a proven track record of delivering similar mission critical services at large, fast growing enterprise software companies, has a high sense of urgency, is hands-on and has a strong pulse of the operations, is technically competent, and who can engage with senior executives within Salesforce and with customers..
Your Impact - Responsibilities:
• Build and run a world-class team that delivers flawlessly via strong operational discipline, capability development, and alignment with key delivery partners in R&D and account teams.
• Proactively identify underlying challenges related to systems, people, and processes, either internal to Salesforce or with customer deployments. Drive cross-functional efforts to rapidly resolve issues, escalating and asking for executive assistance where needed.
• Attract and retain the best talent. Work closely with Recruiting to develop/maintain a global hiring roadmap that ensures there is adequate coverage (language, capacity and capability) in each region.
• Clearly articulate and package automation needs related to efficiencies, proactive monitoring, and pre-emptive monitoring and negotiate quick build-out of such tools/solutions with IT and R&D teams.
• Build-out robust processes to ensure rapid Severity 1 escalations within CSG and across R&D.
• Act as a direct executive escalation point for MCS customers with critical issues
• Engage directly with MCS customers through QBRs and prospects at the Executive Briefing Center.
• Build-out KPI reporting capability, communicate to Salesforce executives on MCS status and other deliverables pertaining to the current health of the program
• Coordinate with Product Management to evolve the MCS product and value prop
• Assist with Sales Enablement teams to provide prospective customers MCS value proposition and ROI
Minimum Qualifications:
• BS in Computer Science or related field
• 15+ years experience in a technical support or services environment, handling highly complex issues
• 10+ years in mission critical technical type support organization
• 10+ years management experience
• 5+ practical experience managing globally dispersed support teams
Preferred Qualifications:
• MS in Computer Science or related field
• 10+ years managing, coordinating, and overseeing resolution on executive-facing escalations