Location: Hyderabad

Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

Experience/Skills Required:

• Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.

• Strong Experience in managing technical support professionals.

• Experience with support tools and phone systems.

• Excellent written and verbal communication skills.

• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

• Continuously improves on what defines customer service delivery.

• Excellent situational awareness in handling objections in dynamic customer environments.

• Leading cross-functional collaboration across global teams

• Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision

• Drive customer engagement across peers and senior management

• Ability to address and effectively engage large audiences and hold their interest

• Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations

• Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

• Strong Issue management experience with multiple collaborators including customers and product teams

• Demonstrate strong work ethic and advanced organizational skills

• Ability to develop and deliver creative business solutions for complex problems

• Ability to attract, hire and retain impactful support professionals

• Ability to work on competing priorities under timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

• We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

• Ensure the delivery of high-quality technical and soft-skills training for direct reports

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

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

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance

• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

• Develop and maintain Support procedures and policies

• Advocate for customers and define ways to continually contribute to the customer experience

• Serve as a manager, mentor, knowledge resource, and critical issue point for support agents; Build credibility and trust within the support group

• Foster and facilitate the professional growth and development of team members

• Empower and install confidence in team members to enable them grow

• Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays

• Work as Duty Manager on rotation or as per business needs handling customer partner concerns and priority issues

• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

Skills Desired:

MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Functional or technical salesforce.com application knowledge

About Salesforce:
Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionise the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?