Description We are seeking a shown and strategic Director of the CIC Sev-1 team to lead a team of Escalation Managers who drive Sev-1 critical issues for our customers and partners from an incident command perspective across all Salesforce clouds. This position will lead a highly visible and motivated team who will interact extensively with not only the CIC team, but also Support, T&P (Technology and Products) and field leaders across the entire globe. The Director will guide their team of ICs and People Managers on customer Sev-1s, help collaborate with T&P on highly critical issues, and also join customer bridges as needed. Should be able to partner and drive cross cloud collaboration as well. This individual would be expected to nurture and drive High performance Culture. The ideal candidate should possess either extensive Technical Support leadership or Escalation Management experience, preferably supporting global clients in a cloud or software environment as well as key customer events. The Director is expected to be independent, self-motivated, always upleveling, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. Knowledge of Salesforce Core or Marketing Cloud, experience working on prevention and self help is preferred.
Experience/Skills Required: Ability to effectively work with tight schedules and a fast paced environment
Minimum of 10 - 15 years leading technical support or incident command related professionals
Experience with support tools and phone systems
Excellent written and verbal communication skills
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Ability to understand and advance issues efficiently and appropriately
Demonstrate strong work ethic and sophisticated 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
Ability to attract, hire and retain impactful support professionals
Functional or technical salesforce.com application knowledge
Functional / Technical expertise to understand customer implementation of Salesforce technologies and drive the team to predict, prevent issues
Work hours - We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time Detailed Role & Responsibilities: Embody Salesforce values and provide outstanding leadership
Lead Support teams 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 CIC objectives. Assist direct reports in the definition and attainment of individual goals
Ensure that direct reports have the resources, information, and processes vital to deliver effective technical solutions to our customers
Ensure the delivery of high-quality incident command 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
Hire and coach best-in-class talent and lead performance that allows someone to do the best work of their career and ensures career growth opportunities
Optimally represent the CIC department on cross-organizational teams to deliver on organizational objectives
Lead workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Run 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 contribute to the customer experience
Serve as a mentor, knowledge resource, and critical issue point for support agents ; Build credibility and trust within the support group
Flexible to work on weekend (not necessarily Saturday and Sunday) shifts as per Business Needs
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/CIC leadership
We are a matrix organization and hence needs to have the ability to work with other leaders across the globe
Needs to have an analytical bent of mind with excellent operational skills
