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Role Description

The Vice President of Technical Support is an executive leader of leaders responsible for setting the global vision and delivering world-class technical support experiences to Salesforce's most mission-critical, high-value customers. This role leads a team of Senior Directors and Directors who each run high-performing Support organizations — requiring someone who can set enterprise strategy, operate at global scale, and drive outcomes through empowered, accountable leaders.

This executive must be equally comfortable in the boardroom and the war room — able to synthesize complex operational data into compelling narratives for C-suite and board-level audiences, build trusted executive relationships, and drive cross-functional alignment across Engineering, Product, Sales, and Customer Success. This position reports to the SVP, Customer Success and is a key member of the global Customer Success senior leadership team.

Your Impact

You will define and own the global strategy for Technical Support at scale — driving measurable improvements in customer health, team performance, and program maturity. Your organizations serve Salesforce's most strategic customers, and your ability to set vision, translate data into insights, influence at the executive level, and develop the next generation of senior leaders will be the defining factor in your success.

Responsibilities

Strategic Leadership & Vision

• Define and communicate a bold, data-driven global strategy for Technical Support that aligns to broader Customer Success and company priorities

• Operate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizations

• Establish the operating model, performance standards, and culture for Technical Support at global scale

• Identify and capitalize on emerging risks, trends, and opportunities across the business; translate insights into investment decisions and enterprise-level plans

• Represent Technical Support as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councils

Data, Insights & Operational Excellence

• Maintain exceptional command of global operational metrics — CSAT, Time to Resolution (TTR), SLO attainment, escalation rates, case quality, and organizational health indicators

• Drive a data-first culture across the leadership team, ensuring all decisions are grounded in evidence and communicated with precision at the board and C-suite level

• Build and evolve executive-level reporting and dashboards that surface business health and enable proactive, scalable intervention

• Use data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream resolution in partnership with Engineering and Product

• Hold senior leaders accountable to measurable outcomes while enabling their growth and success

Executive Engagement & Stakeholder Management

• Serve as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive action

• Build trusted, long-term relationships with C-level and board-level stakeholders at Salesforce's most strategic global accounts

• Navigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and Finance

• Champion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiatives

• Deliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framing

Executive People Leadership & Culture

• Lead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturity

• Build a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformation

• Identify and deliberately develop next-generation senior and executive leaders within the global Technical Support organization

• Drive employee engagement, retention, and succession planning across a geographically distributed organization

• Foster psychological safety and model the behaviors required for candid, growth-oriented feedback at scale

Program, Commercial & Cross-Functional Partnership

• Partner with Sales and Customer Success leadership to ensure Support program commitments are consistently delivered and commercially differentiated

• Own the global scaling, evolution, and innovation of the Technical Support program — including Signature, Premium, and emerging AI-augmented support models

• Partner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board level

• Collaborate with Enablement, Product, and Engineering to build and sustain programs that accelerate performance, close capability gaps, and drive innovation in support delivery

Required Qualifications

Experience

• 15+ years in technical support

• 10+ years in senior management positions, with 5+ years leading teams of Senior Directors or Directors (executive leader of leaders experience required)

• Proven track record building and scaling Premium, Signature, or Mission Critical support programs at global enterprise scale

• Demonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board level

• Deep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferred

Data & Analytical Acumen

• Exceptional ability to synthesize complex operational data into strategic insights, investment decisions, and executive-level communications

• Track record of driving transformational operational improvement grounded in data (e.g., materially reducing TTR, elevating CSAT, optimizing global team performance)

• Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiences

• Experience building or transforming support analytics capabilities at organizational scale

Executive Presence & Stakeholder Influence

• Outstanding executive communication skills — written, verbal, and presentation — with the credibility to lead board-level and C-suite conversations

• Proven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnership

• Track record of influencing and aligning cross-functional partners at the highest levels of Engineering, Product, Sales, and Finance

• Comfortable operating with high ambiguity and leading through complexity, change, and organizational transformation

Leadership & People

• Deep experience developing senior leaders — coaching Senior Directors and Directors to grow their strategic impact and executive readiness

• Demonstrated commitment to building diverse, inclusive, and high-performing global organizations

• Strong track record of employee engagement, retention, and executive succession planning

• Proven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountability

Other

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

• Willingness to travel globally to support strategic customers and executive alignment