Director, Technical Support Engineering

Description

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