Be responsible for the leadership in owning the critical issues and taking them to resolution.
Hands-on critical issue manager for all clouds for all Sev 1s.
Ensure they are being worked on by the appropriate teams and assist as needed.
Own and engage in the Critical Incidents.
Represent Salesforce on customer bridges.
Responsible for incident management to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Engage with customers to drive operational excellence.
Work with other GEO and weekend escalations managers for the incidents that need a warm handoff.
Drive consistently high levels of internal/external customer satisfaction.
Become a trusted partner for other agencies to ensure company-wide alignment across the business.
Continuously improve on customer service delivery excellence.
Own the retrospective meetings to identify the process improvement opportunities.

Requirements

Degree or equivalent relevant experience required.
9+ years of proven experience in a technical support environment, handling highly sophisticated issues.
5+ years of proven experience in support management, critical issue management, and incident response in a high-growth software/hardware technology organization.
Highly collaborative and respectful; curious, patient, and able to develop strong working relationships across matrixed teams.
Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.
Deep experience leading and responding to sophisticated critical incidents.
Strong teammate with a service-oriented demeanor and a keen focus on enhancing customer experience.
Strong cloud and infrastructure technology, and delivery experience.
Strong customer concern management experience with multiple partners, including customers and product teams.
An understanding of Salesforce product offerings is strongly preferred.
Driven operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementcritical issue managementsupport managementproject managementcloud technologyinfrastructure technologycustomer experience enhancementoperational excellenceprocess improvementtechnical support

Soft Skills

leadershipcollaborationcommunicationrelationship buildingcustomer concern managementservice-oriented demeanorcuriositypatiencetrustworthinesscross-functional collaboration