28 February, 2013

Manager Technical Support @ Salesforce.com

About Salesforce.com

We’re transforming the way companies are run and careers are made. In just 12 years, salesforce.com has grown into a $2.3 billion business.  With more than 100,000 customers, salesforce.com is the enterprise cloud computing company that is leading the shift to the social enterprise. Social enterprises leverage social, mobile and open cloud technologies to put customers at the heart of their business.

We've been recognized for four consecutive years as one of FORTUNE’s 100 Best Companies to Work For 2012, named the World's Most Innovative Company and the third Fastest-Growing Tech Company by Forbes.
The Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Technical Support  engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. 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 technical support services.


· 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 Tier 2 Support employees; Build credibility and trust within the support group.
· Work on weekends in EMEA shift as regular workdays  (will be given two alternate days as off during the week)
· Manage Customer escalations interacting with customers, internal support teams and as required other teams as well.

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