Global VP of Technical Support Excellence

Salesforce; Chicago (IL); On-site; USD 221,900 - 390,300; Full time

Job summary

Salesforce is seeking an accomplished Vice President of Technical Support to shape global strategy, elevate customer outcomes, and lead a network of Senior Directors and Directors across functions.

The role requires executive presence, data‑driven decision making, and the ability to influence at ELT and board levels while driving cross‑functional alignment with Engineering, Product, Sales and Customer Success.

Qualifications

• 15+ years in technical support.
• 10+ years in senior management positions, with 5+ years leading teams of Senior Directors or Directors (executive leader of leaders experience required)
• Proven track record building and scaling Premium, Signature, or Mission Critical support programs at global enterprise scale
• Demonstrated ability to own and resolve the most complex, highest‑visibility customer situations at the C‑suite and board level
• Deep familiarity with CRM, SaaS, or cloud‑based enterprise software — Salesforce platform experience strongly preferred

Responsibilities

• Define and communicate a bold, data‑driven global strategy for Technical Support that aligns to broader Customer Success and company priorities
• Operate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high‑performing organizations
• Establish the operating model, performance standards, and culture for Technical Support at global scale
• Identify and capitalize on emerging risks, trends, and opportunities across the business; translate insights into investment decisions and enterprise‑level plans
• Represent Technical Support as a strategic voice in executive forums, ELT discussions, and cross‑functional leadership councils
• Maintain exceptional command of global operational metrics — CSAT, Time to Resolution (TTR), SLO attainment, escalation rates, case quality, and organizational health indicators
• Drive a data‑first culture across the leadership team, ensuring all decisions are grounded in evidence and communicated with precision at the board and C‑suite level
• Build and evolve executive‑level reporting and dashboards that surface business health and enable proactive, scalable intervention
• Use data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream resolution in partnership with Engineering and Product
• Hold senior leaders accountable to measurable outcomes while enabling their growth and success
• Serve as the ultimate executive escalation leader for the most complex, high‑visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive action
• Build trusted, long‑term relationships with C‑level and board‑level stakeholders at Salesforce's most strategic global accounts
• Navigate complex, multi‑threaded internal environments — influencing at the ELT and C‑suite level across Sales, Engineering, Product, and Finance
• Champion the voice of customers in product and engineering investment decisions, driving prioritization of high‑impact initiatives
• Deliver compelling executive communications — board presentations, ELT readouts, investor‑relevant narratives — with precision, confidence, and strategic framing
• Lead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturity
• Build a high‑performance, inclusive culture grounded in accountability, customer obsession, and continuous transformation
• Identify and deliberately develop next‑generation senior and executive leaders within the global Technical Support organization
• Drive employee engagement, retention, and succession planning across a geographically distributed organization
• Foster psychological safety and model the behaviors required for candid, growth‑oriented feedback at scale
• Partner with Sales and Customer Success leadership to ensure Support program commitments are consistently delivered and commercially differentiated
• Own the global scaling, evolution, and innovation of the Technical Support program — including Signature, Premium, and emerging AI‑augmented support models
• Partner with Finance and Strategy on multi‑year headcount planning, investment cases, and business reviews at ELT and board level
• Collaborate with Enablement, Product, and Engineering to build and sustain programs that accelerate performance, close capability gaps, and drive innovation in support delivery

Skills

15+ years in technical support

Senior management

Executive leadership

CRM SaaS

Salesforce

Education

Degree or equivalent relevant experience

Job description

Salesforce is seeking an accomplished Vice President of Technical Support to shape global strategy, elevate customer outcomes, and lead a network of Senior Directors and Directors across functions.

The role requires executive presence, data‑driven decision making, and the ability to influence at ELT and board levels while driving cross‑functional alignment with Engineering, Product, Sales and Customer Success.