This job has expired, please see additional jobs below
Senior Director
Salesforce
Indianapolis, IN, United States
Job Details - this job has expired, please see similar jobs below
Customer Success Group
Senior Director, Signature Success
Job Details
Signature Success (formerly known as “Mission Critical 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, provides rapid response and resolution, and proactively and predictively monitors and helps avert problems before they occur. Reporting to the RVP of Global Signature Support, the Senior Director of Signature Success Support will be primarily responsible for overseeing operations of a highly skilled global team that executes flawlessly to deliver a very high degree of customer success in a scalable manner.
The ideal candidate is a seasoned technology executive with a proven track record of delivering similar mission critical services at large, fast growing enterprise software companies, has a high sense of urgency, possesses a background in Engineering or Infrastructure leadership, is hands-on and can engage confidently with C-Level executives.
Your Impact:
• Functional leader partnering with global teams to ensure consistent and flawlessly delivery via strong operational discipline, capability development, and alignment with key delivery partners in R&D and account teams.
• Coordinate with Product Management to evolve the Signature product and value prop
• Actively participate and drive incremental improvements to the playbook when signature customers get impacted through major incidents via response times & process improvements, consistent communications internally and externally and post-incident reviews.
• Engage with customer executives (i.e Directors, VPs, CIOs, CTOs) in deep technical conversations to provide overview of the platform and address underlying questions as well as join customer calls during major escalations.
• Clearly articulate and package automation needs related to efficiencies, proactive and predictive 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 escalation handling within Customer Success Group and across R&D organizations.
• 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.
• Assist with Sales Enablement to provide prospective Signature customers value proposition and ROI. Roll global templates to highlight value prop as part of Quarterly business reviews with existing signature customers.
Minimum Qualifications:
• BS in Computer Science or related field
• 15+ years experience in Engineering/Infrastructure/Mission Critical Support leadership
• 10+ years management experience
• 5+ experience managing globally dispersed support teams
• 3+ years at Vice-President level or higher
Preferred Qualifications:
• MS in Computer Science or related field
• 10+ years managing, coordinating, and overseeing resolution on executive-facing escalations
About Salesforce
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” nine 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.
Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.