Director, Technical Support Engineering

Description
Reporting to the Vice President of Industries and Revenue Cloud Customer Success, the Director, Industries and Revenue Cloud Technical Support Engineering is a vital role in leading our operations. The Industries and Revenue Cloud are experiencing rapid growth, and this role is critical to ensuring we consistently provide the highest level of service to our customers while driving innovation in process and operational excellence. You will lead a team of high-performing leaders who are critical to our customers' success. In this role, you will work with the VP to deliver on the strategy for customer support at scale while driving a continuously improving organization.

Job Responsibilities

• Own and drive Technical Support outcomes, effectiveness, and KPIs within the region by Success Plan (Signature, Premier, Standard and legacy plans).
• Ensure Agentforce coverage is an integral and optimized part of the overall support strategy.
• Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale.
• Represent thought leadership in the global support organization.
• Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support options.
• Identify training topics and schedule continuing education with a focus on career development and upskilling.
• Lead and manage the Technical Support team, including resource management, hiring, mentorship, and performance management, with a strong focus on people leadership.
• Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as a management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
• Keep informed of product plans and schedule training for Technical Support.
• Analyze Customer trends and adopt knowledge-centric support best practices.
• Drive a close engagement with Engineering and Product teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers & Enhancements. Collaborating with these key stakeholders to improve the product feedback loop is a core responsibility.

Preferred Qualifications And Skills

• BS or MS in Computer Science, or equivalent experience.
• 8+ years experience in a technical support environment, handling highly complex software issues.
• 8+ years at the management level, managing managers in addition to individual contributors, to support large enterprise customers.
• Previous experience directing and maximizing the benefits of collaborating with global teams.
• Practical experience managing multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational metrics, processes, systems, and tools for running a global Support organization.
• Must be capable of dealing confidently and professionally at the executive level internally and with customers.
• Proven ability to manage complex processes and drive continuous process improvement.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction.

Our Ideal Candidate

• Proven track record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, and Services.
• Highly organized and an effective communicator and influencer.
• Has a beginner's mindset; always looking for new ways to make things better and challenges the status quo.

AMER timezone or EMEA timezone