Manager, Technical Support Engineering

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Manager, Technical Support Engineering 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, guide / mentor next cadre of leadership as per Salesforce values, while being a face of 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.

Work 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.

Location: Bengaluru

Experience/Skills Required:

• Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.

• Strong Experience in managing technical support professionals.

• Prior experience working on Salesforce - Marketing Cloud Engagement/Account Engagement/Intelligence/Personalization products will be added advantage.

• Experience with support tools and phone systems.

• Excellent written and verbal communication skills.

• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

• Continuously raises the bar on what defines customer service delivery.

• Excellent situational awareness in handling objections in dynamic customer environments.

• Leading cross-functional collaboration across global teams.

• Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision.

• Drive stakeholder engagement across peers and senior management.

• Ability to address and effectively engage large audiences and hold their interest.

• Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations.

• Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development.

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.

• Strong Escalation management experience with multiple stakeholders including customers and product teams.

• Demonstrate strong work ethic and sophisticated interpersonal skills

• Ability to develop and deliver creative business solutions for sophisticated problems

• Ability to attract, hire, and retain hard-working support professionals

• Ability to work on challenging priorities under tight timelines and delivery pressures.

• Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

• 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.

• Handle a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. 

• Set team goals in alignment with Global Support objectives. 

• Assist direct reports in the definition and attainment of individual goals

• Ensure that direct reports have the resources, information, and processes vital to deliver effective technical solutions to our customers

• Ensure the delivery of high-quality technical and soft-skills training for direct reports

• Deliver performance reviews for all direct reports & provide regular feedback on performance in terms of agreed-upon performance and employee development goals

• Efficiently represent the Support department on cross-organizational teams to deliver on interpersonal objectives.

• Handle workflows and schedules for direct reports and ensure adequate workload coverage

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance

• Lead key processes including FAQ analysis, case reviews, and customer feedback analysis

• Develop and maintain Support procedures and policies

• Advocate for customers and define ways to continually add value to the customer experience

• Serve as a manager, mentor, knowledge resource, and critical issue point for support engineers; Build credibility and trust within the support group

• Champion and facilitate the professional growth and development of team members

• Empower and install confidence in team members to enable them grow

• Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays

• Work as Duty Manager on rotation or as per business needs handling customer partner concerns and priority issues

• Handle customer expectations; negotiate solutions to sophisticated problems with both the customer and third-party partners.

• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

Skills Desired: MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc. Functional or technical Salesforce Marketing Cloud application knowledge.

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At 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.