Lead, Success Engineering — Drive Customer Impact

Salesforce; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Salesforce is seeking a Manager, Success Engineer to lead a team of Success engineers, oversee projects, and ensure world-class customer outcomes. You will manage assignments, mentor staff, and drive process improvements in a fast-paced, globally distributed environment.

You will partner with Sales, Consulting, CSM, QA, Program Management, and Product teams to deliver high-quality technical solutions, performance reviews, and value for customers while maintaining strong employee engagement.

Formación

• 3+ years leading technical support professionals.
• 5+ years in a technical support role.
• Experience with support tools and phone systems.
• Excellent written and verbal communication.
• Ability to coordinate with Sales, Consulting, CSM, QA, PM, and Product teams.
• Solid Salesforce.com application knowledge.
• Ability to analyze and elevate issues efficiently.
• Strong work ethic and organizational skills.
• Ability to craft creative solutions for complex problems.
• Capable of thriving in a fast-paced, tight-schedule setting.

Responsabilidades

• Lead a support team to hit customer satisfaction and delivery targets.
• Set team goals aligned with Global Support objectives.
• Ensure resources and processes enable effective solutions.
• Deliver high-quality technical and soft-skill training.
• Perform performance reviews and provide feedback.
• Represent Support on cross-organizational teams.
• Manage workflows, schedules, and workload coverage.
• Produce regular qualitative and quantitative performance reports.
• Oversee FAQ analysis, case reviews, and customer feedback.
• Develop and maintain Support procedures and policies.
• Advocate for customers and add value to the experience.
• Mentor and escalate for Support engineers; build credibility.

Conocimientos

Team management

Technical support

Cross-functional coordination

Communication skills

Salesforce knowledge

Portuguese (spoken)

Problem solving

Time management

Leadership

Herramientas

Phone systems

Support tools

Descripción del empleo

Salesforce is seeking a Manager, Success Engineer to lead a team of Success engineers, oversee projects, and ensure world-class customer outcomes. You will manage assignments, mentor staff, and drive process improvements in a fast-paced, globally distributed environment.

You will partner with Sales, Consulting, CSM, QA, Program Management, and Product teams to deliver high-quality technical solutions, performance reviews, and value for customers while maintaining strong employee engagement.