Technical Support Engineering Leader

Salesforce; United States; On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a Technical Support Manager to lead a team of Developer Support Engineers, applying our Customer Success Methodology to help customers achieve business and technology goals. The role focuses on one or more LoBs, cloud specialties, and executive engagement.

You will drive KPIs, manage workflows, and build executive relationships while evangelizing Salesforce capabilities across Clouds. A strong consulting background and C-level communication are essential.

Qualifications

• 10+ years of experience leading and managing customer support teams.
• In-depth knowledge of one or more LoBs - a specific cloud or industry.
• Strong consulting skills with proven results delivering business value for customers.
• Ability to drive effective conversations at the C-level and handle objections.

Responsibilities

• Lead and manage a team of Developer Support Engineers to achieve business objectives including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage.
• Develop understanding of customer’s Salesforce implementation and evangelize Salesforce capabilities across all Clouds.
• Guide org strategy, governance and standard processes based on customer needs.
• Demonstrate hands-on Salesforce product knowledge by applying platform features to customer priorities and roadmap.
• Proactively identify risks to customers achieving stated goals and work with the account team on risk mitigation.
• Deliver business value and innovation by understanding customers' key business challenges and growth potential.
• Build executive-level relationships with IT and business leadership to solidify partnership.

Skills

Cloud specialization

People leadership

Customer success

Trusted Advisor

C-level conversations

Education

Degree or equivalent relevant experience

Job description

Salesforce is seeking a Technical Support Manager to lead a team of Developer Support Engineers, applying our Customer Success Methodology to help customers achieve business and technology goals. The role focuses on one or more LoBs, cloud specialties, and executive engagement.

You will drive KPIs, manage workflows, and build executive relationships while evangelizing Salesforce capabilities across Clouds. A strong consulting background and C-level communication are essential.