The Manager of Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Individual Contributor (IC) support engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
What does a day in the life of a Team Manager (Salesforce) look like?
- 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.
- Assist direct reports in the attainment of individual goals.
- Ensure that direct reports have the resources information, and processes necessary to deliver effective technical solutions to our customers.
- 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.
- Perform key activities such as case reviews, and customer feedback analysis.
- Advocate for customers and define ways to continually add value to the customer experience.
- Serve as a manager, mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group.
What are the required qualifications of a Team Manager (Salesforce)?
- Experience in managing technical support professionals.
- Minimum 5 years of experience in a technical support role.
- Experience with support tools and phone systems.
- Excellent written and verbal communication skills.
- Ability to successfully communicate and coordinate with departments across the organization including Sales, CS, Product Management, etc.
- Solid, functional salesforce.com application knowledge.
- Or Functional or technical salesforce.com application knowledge.
- Ability to understand and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic and advanced organizational skills.
- Ability to develop and deliver creative business solutions for complex problems.
- Ability to effectively work with tight schedules and a fast-paced environment.
- Ability to attract, hire and retain high-performing support professionals.
Nice-to-have qualifications
- Experience with Salesforce.com
- Objects and admin-related work.
- Background on MSQL and similar computer language is an advantage.
