Customer Success Group
A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.
We operate 24×7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue – Sat, Wed – Sun).
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwardsWork hours are subject to change depending on Business needs.
Overall work-experience of 10+ years, Strong people management expertise of at least 4 – 5+ years in technical support management roles.
Strong Experience in managing technical support professionals.
Prior experience working on Salesforce – Marketing cloud / Pardot products will be added advantage
Experience with support tools and phone systems.
Excellent written and verbal communication skills.
Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
Continuously raises the bar on what defines customer service delivery.
Excellent situational awareness in handling objections in dynamic customer environments.
Leading cross-functional collaboration across global teams
Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
Drive stakeholder engagement across peers and senior management
Ability to address and effectively engage large audiences and hold their interest
Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Strong Escalation management experience with multiple stakeholders including customers and product teams
Demonstrate strong work ethic and advanced organizational skills
Ability to develop and deliver creative business solutions for complex problems
Ability to attract, hire and retain high-performing support professionals
Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights
Detailed Role & Responsibilities:
We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.
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. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
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
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
Develop and maintain Support procedures and policies
Advocate for customers and define ways to continually add value to the customer experience
Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
Foster and facilitate the professional growth and development of team members
Empower and install confidence in team members to enable them grow
Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Functional or technical salesforce.com application knowledge
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