Senior Manager/Manager, Salesforce Customer Support
110000 - 132500 CAD per year
Company:Clariti Cloud Inc.
Location:US, CANADA
Languages:English
Seniority level:Senior, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementMentoringQuality AssuranceTeam managementChange ManagementCoachingTroubleshootingTechnical supportCRMCustomer support
Requirements:
- 5+ years in a highly technical, post-sale leadership role at a software company
- 3+ years of experience in an Incident Response leadership role
- Strong technical background with understanding of software applications, IT infrastructure, and troubleshooting
- Experience using Salesforce technology, including building solutions and understanding development patterns
- In-depth knowledge and practical experience implementing KCS principles
- Experience with implementing high-severity issue de-escalation patterns
- Ability to support virtual and on-site meetings and present to various stakeholders
- Experience in building, leading, and developing high-performing technical customer support teams
- Prior experience managing people across multiple lines of business
- Demonstrated commitment to exceptional customer service
- Experience managing escalations at scale and cross-functional response
- Born-in-the-cloud XaaS experience (IaaS or PaaS)
- Ability to analyze data and make data-driven decisions
Responsibilities:
- Lead and manage customer support analysts
- Oversee technical support operations and escalations
- Monitor KPIs and implement corrective actions
- Ensure timely and effective customer response
- Build complex Salesforce solutions
- Drive KCS practices and knowledge management
- Collaborate with cross-functional teams
- Provide coaching and training to support engineers
- Conduct quality assurance reviews
- Prepare reports on team performance
- Lead resolution of critical production outages
- Oversee post-incident reviews
- Partner with product and engineering teams
- Prevent potential escalations
- Champion a unified incident response experience
