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The Technical Support Manager demonstrates deep business, industry, and product knowledge to ensure the success of our customers by effectively managing a team of success agents along with associated support projects and processes. In this role, the Technical Support Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned by cloud strategy, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.

The ideal Technical Support Manager will possess both a Cloud specialization and people leadership skills that enable them to speak the customer language.

Responsibilities:

• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives

• Lead and manage a team of Developer Support Engineers to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

• Manage workflows and schedules for direct reports and ensure adequate workload coverage

• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds

• Guide a customer on org strategy, governance and standard processes based on customer needs

• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap

• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan

• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth

• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator

• Working with the account team and Salesforce Execs, optimally network within accounts from the Executive-Level down, in order to help customers work towards their goals

• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success

• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Your Impact:

• Successful Technical Support Engineering Managers lead their teams to provide top-notch technical assistance that aligns with the company's commitment to excellence. Your contributions will include:

• Team Leadership: Manage and mentor a team of technical support Engineers, providing guidance, coaching, and fostering a collaborative environment.

• Customer Success: Ensure that customer inquiries and issues are resolved in a timely and effective manner, maintaining a high level of customer satisfaction and loyalty.

• Performance Metrics: Drive the team to meet and exceed key performance indicators (KPIs), such as response time, resolution time, Engineer Productivity and customer satisfaction scores .

• Process Enhancement: Continuously evaluate and optimize support processes to enhance efficiency and effectiveness, making data-driven decisions to improve the overall support experience.

• Cross-functional Collaboration: Collaborate with other departments such as Technology & Products and Sales to communicate customer feedback, contribute to product improvement, and identify upselling opportunities.

Required Qualifications:

• Experienced professional with 10+ years of relevant industry expertise and experience leading and managing customer support teams

• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry

• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Preferred Qualifications:

• Strong knowledge of Salesforce product and platform features, capabilities, and best use of it

• Able to articulate the importance and value of Governance to Business and IT executives

• A good understanding of enterprise architecture principles is strongly preferred

• Ability to quickly grasp and distinctly explain technological and business concepts

• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)