Manager, Technical Support Engineering

Salesforce

7 - 12 years

40 - 45 Lacs

Hyderabad Bengaluru

Posted:1 day ago| Platform:

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Skills Required

product management training operational excellence soft skills training salesforce.com business intelligence business solutions technical support crm salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead High-Performance Teams: Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Drive Strategic Alignment: Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
Empower Employee Success: Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Ensure the delivery of high-quality technical and soft-skills training for direct reports.
Cultivate Talent: Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals. Serve as a manager, mentor, and escalation point for Support employees; Build credibility and trust within the support group.
Champion the Customer: Communicate effectively to customers when representing Global Support in meetings with customers. Advocate for customers and define ways to continually add value to the customer experience.
Operational Excellence: Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Develop and maintain Support procedures and policies.
Cross-Functional Collaboration: Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
Business Intelligence: Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

Minimum Qualifications:

7+ years of overall professional experience, including at least 5 years in a technical support role and 2+ years managing technical support professionals.

Solid, functional salesforce.com application knowledge.
Experience with support tools and phone systems.
Excellent written and verbal communication skills.
Ability to successfully communicate and coordinate with departments across the organization.
Ability to understand and escalate issues efficiently and appropriately.
Demonstrated strong work ethic and advanced organizational skills.
Ability to develop and deliver creative business solutions for complex problems.
Ability to effectively work with tight schedules and a fast-paced environment.
Degree or equivalent experience required. Experience evaluated based on the strengths youll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Desired Qualifications:
Ability to attract, hire and retain high-performing support professionals.

Functional or technical salesforce.com knowledge.

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