Senior Director, Technical Support Engineering
Welcome to Salesforce, the world's leading customer relationship management (CRM) platform. We are currently seeking a highly experienced and dynamic individual to join our team as the Senior Director of Technical Support Engineering. In this role, you will lead a team of talented technical support engineers and drive the development and execution of strategies to deliver exceptional customer support and satisfaction. Our ideal candidate is a strategic thinker, a strong leader, and has a passion for customer success. If you have a proven track record of driving technical support excellence and possess strong communication and collaboration skills, we want to hear from you!
- Develop and implement strategies to enhance customer support and satisfaction.
- Lead and manage a team of technical support engineers to ensure high-quality support is provided to customers.
- Drive the development and execution of processes and procedures to improve the efficiency and effectiveness of technical support operations.
- Monitor and analyze customer support metrics to identify areas for improvement and implement solutions.
- Collaborate with cross-functional teams to identify and resolve complex technical issues.
- Develop and maintain strong relationships with key stakeholders, including customers and internal teams.
- Stay up-to-date with industry trends and best practices in technical support to continuously improve processes and procedures.
- Train and mentor technical support engineers to enhance their skills and knowledge.
- Ensure compliance with company policies, procedures, and standards.
- Act as a point of escalation for complex support issues and provide timely resolution.
- Develop and manage the technical support budget.
- Prepare and present reports on technical support performance and initiatives to senior management.
- Act as a liaison between customers and various internal teams to ensure quick and effective resolution of issues.
- Foster a positive and collaborative work environment within the technical support team.
- Continuously strive for customer success by identifying opportunities to improve the customer experience.
Extensive Technical Expertise: A Senior Director, Technical Support Engineering At Salesforce Must Possess A Deep Understanding Of A Wide Range Of Technologies, Including Cloud Computing, Data Management, And Software Development. They Should Also Have A Strong Background In Troubleshooting Complex Technical Issues And Providing Innovative Solutions.
Leadership Skills: This Role Requires Strong Leadership Abilities To Manage And Mentor A Team Of Technical Support Engineers. The Ideal Candidate Should Have Experience In Building And Developing High-Performing Teams, As Well As The Ability To Provide Strategic Direction And Drive Results.
Communication And Collaboration: As A Senior Director, Technical Support Engineering, Effective Communication And Collaboration Skills Are Essential. They Must Be Able To Communicate And Collaborate Effectively With Cross-Functional Teams, Including Sales, Product Development, And Customer Success, To Ensure A Seamless Support Experience For Customers.
Customer Focus: Salesforce Places A Strong Emphasis On Customer Success, And A Senior Director, Technical Support Engineering Must Share This Commitment. They Should Have A Track Record Of Delivering Exceptional Customer Service And Experience In Developing And Implementing Processes To Improve Customer Satisfaction.
Business Acumen: In Addition To Technical Expertise, A Senior Director, Technical Support Engineering Should Have A Strong Understanding Of Business Operations And The Ability To Align Technical Support Strategies With Overall Company Goals. They Should Also Have Experience In Budget Management, Resource Allocation, And Forecasting To Support The Growth Of The Technical Support Organization.
Process Improvement
Strategic Planning
Project Management
Communication
Budget management
customer service
Team Leadership
Problem-Solving
Decision-Making
Resource allocation
Cross-Functional Collaboration
Technical Expertise
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Director, Technical Support Engineering in Dallas, TX, USA is $138,000 to $187,000 per year. Factors such as years of experience, industry, and company size can affect the salary range for this position. Additionally, bonuses and other benefits may also impact the overall compensation for a Senior Director in this field. It is important to research and negotiate salary based on your specific qualifications and the responsibilities of the role.
Apply with Video Cover Letter Add a warm greeting to your application and stand out!
Salesforce.com, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer-relationship management service and also sells a complementary suite of enterprise applications focused on customer service, marketing automation, analytics, and application development.
Get interviewed today!
JobzMall is the world‘ s largest video talent marketplace.It‘s ultrafast, fun, and human.
Get Started