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Job Category
Customer Success
Job Details
Overview of the Role:The VP, Technical Support Engineering - Slack is a strategically significant leadership role within the Salesforce Customer Success organization. This role is responsible for driving the global support strategy and engagement for Slack Support teams, ensuring we make working life simpler, more pleasant, and more productive for our customers.
As a highly visible VP-level leader, you will oversee a global organization of senior leaders and technical experts accountable for deep technical issue resolution and an elevated support experience. We are looking for a visionary leader who is smart, humble, and hardworking to accelerate our operational excellence and ensure the "Voice of the Customer" is at the heart of everything we build.
Responsibilities:Success in this role will be measured by the ability to drive consistent, measurable results across global support KPIs while fostering a culture of innovation and high-performance collaboration.
- Execute Vision & Roadmap: Lead the Slack global support function by ensuring consistent, effective practices that result in an exceptional, world-class customer experience.
- Strategic Alignment: Execute a data-driven strategy that aligns with corporate priorities, translating complex operational details into big-picture implications that drive the business forward.
- KPI Accountability: Own the metrics that matter, driving quarter-after-quarter performance with rigor, accountability, and a relentless focus on demonstrable impact (e.g., CSAT, productivity, and time-to-resolve).
- Cross-Functional Orchestration: Champion internal relationships with Product, Engineering, and Sales to accelerate issue resolution and ensure customer feedback directly informs product roadmaps and GTM strategies.
- Operational Excellence: Drive global scalability and efficiencies across the organization, continuously adapting to transformative change and high-growth environments.
- Executive Escalation: Serve as the ultimate escalation point for high-severity customer issues, partnering with global functions to provide resolution and restore customer trust.
- Team Leadership: Lead, develop, and inspire a high-performing global team, reinforcing a culture of trust, accountability, and psychological safety.
Required Qualifications:- Experience: 12+ years in technical support, specifically handling complex issues for large-scale enterprise customers.
- Executive Leadership: 5+ years of experience at the executive level leading managers and individual contributors across multiple teams in a global, enterprise-scale organization.
- Global Team Management: A proven track record of inspiring and leading global teams, consistently delivering results under time constraints while managing diverse stakeholders.
- Matrix Agility: Demonstrated expertise in thriving within highly matrixed organizational structures and building successful functions at scale.
- Strategic & Analytical Rigor: Strong technical and financial acumen with a data-driven approach to managing talent, technology, and operational budgets.
- Change Leadership: Proven ability to drive large-scale transformation and organizational change by building consensus and removing blockers across functions.
- Technical Background: Cloud/SaaS software environment experience, preferably supporting global customers at a C-level engagement layer.
- Travel: Ability and willingness to travel as required to global office locations.
- Education: 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.)
Preferred Qualifications:- Innovative Disruptor: A documented history of challenging assumptions and bringing new, "courageous" ideas to shape Cloud Success strategies.
- High EQ Leadership: Demonstrated "low ego" with the natural authority to inspire others and remain resilient in the face of setbacks.
- Product Influence: Experience directly influencing product development lifecycles or engineering priorities based on support data and trends.
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