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Salesforce.com, Inc Senior Manager, Global Product Support in Indianapolis, Indiana

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

We are looking for a hands-on senior technical manager who will be responsible for leading a technical team which supports customers and partners for Vlocity CPQ and Order Management products suite.

The successful candidate will manage a team within our growing global product support organisation providing leadership to the team's developer and product support Engineers, interfacing with Development on customer-impacting enhancements and fixes, managing recruitment and development of support staff, guiding and exceeding team metrics.

The Senior Manager will establish strategies, goals and processes which improve effectiveness and efficiency of the team while focusing on the customer experience.

This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance.

The Senior Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximise value from Vlocity.

The Global Support Product team runs 24x7x365 with current operational centers in San Francisco - California, Raleigh - North Carolina, London - United Kingdom, Bueno Aires - Argentina, Manila - Philippines, and Bengaluru – India. You must have the flexibility to work as the business requires - this might include a few holidays, weekends and distributed timezones.

Responsibilities

  • Develop strategies, operating plans and manage the daily execution within product support to provide consistently high-quality service which drives customer success

  • Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction

  • Partner with support leadership to manage team resource allocation and workload of the team, focusing on short term urgencies and long-term growth

  • Communicate organisation goals and objectives - set team and individual goals in accordance with overall organisational goals

  • Ensure that the team documents, tracks and manages all support requests, communications and actions in the Salesforce CRM case tracking system, and established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences

  • Provide regular management updates and reports on team performance to the product support Leadership team and communicate expectations clearly and effectively to achieve results

  • Meet or exceed the established service level objectives for the Technical Support team

  • Act as a primary management escalation resource for customer and internal feedback pertaining to the team and serve as Support Escalation Manager for a portfolio of designated accounts

  • Participate in weekend and holiday Duty Manager rotation as required

  • Lead efforts to hire, develop, and build a strong, self-sufficient technical team

  • Own and bring to conclusion customer escalations by working with cross functional in support, development and operations team

  • Capture customer feedback and participate in product issue resolutions and product enhancement efforts

Qualification

  • 7 years experience in Software or Consulting

  • 3 years experience in people management

  • CPQ domain knowledge/experience working on another CPQ system preferable

  • Salesforce Domain knowledge is required. Visualforce and Apex code experience will be nice to have

  • Exceptional people manager, strong mentor, coach and leader for mid to large distributed teams

Educations/Desired Certification

  • A bachelor’s or master’s degree in engineering, business management or equivalent work experience.

  • Expert knowledge of Salesforce Service Cloud will be nice to have.

Vlocity, a Salesforce Company, Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Vlocity, a Salesforce Company, Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Vlocity, a Salesforce Company, Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Vlocity, a Salesforce Company, Salesforce.com or Salesforce.org.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. at http://cloud.mail.salesforce.com/accommodations-request-form

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ do not accept unsolicited headhunter and agency resumes. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com at http://salesfore.com/ or Salesforce.org.

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