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Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally redefining, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.

The Resolution Experience Operations, Senior Manager will be responsible for design and continuous improvement in driving critical strategic priorities for the business that help drive a world-class customer and support engineer experience. This role will define and drive process innovation and continuous improvement initiatives across the resolution support journey, and will play an important role in helping to foster a culture of sustainable change through a single, seamless and world-class experience for Salesforce’s highest profile customers. The Resolution Operations Manager will research and design new opportunities to prevent customer issues through proactive support, monitoring and analysis, and will provide leadership and guidance to the Proactive Monitoring and Support teams.

The ideal candidate is a highly organized teammate with a proven track record of defining and implementing cross-functional, organization-wide strategic prorams. They are experienced in driving transformational change that demonstrates new technology, process, and operating models. The successful candidate will be endlessly focused and passionate about driving ever-improving customer experiences and leading change hands-on. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with a broad cross-functional organization that is laser focused on delivering the optimal customer experience.

Primary Responsibilities

Define/identify critical customer and organizational priorities across the support resolution customer journey
Contribute and collaborate internally with partners/stakeholders to share knowledge/best practices, serving as the Subject Matter Expert for specifics technical & process areas
Apply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying standard methodologies, and creating performance measurements
Directly lead these initiatives with a customer-centric focus, and rapid experimentation / hypothesis testing
Bring a first-principles and beginner’s mind approach, design thinking with a focus on outcomes that continuously improve our customer and engineer experiences
Drive collaboration across teams, regions and products to achieve a set of unified processes that meet set requirements and scale for growth
Become an expert on the latest trends in the market as pertaining to Proactive Support technologies, processes, and delivery models.
Build alignment and attain a Trusted Advisor status with key executives and collaborators across the company, and particularly in Product, Engineering, and IT
Embody the values of Trust, Customer Success, Innovation, and Equality

Desired Skills/Experience

Committed with strong organizational, analytical and problem solving skills
Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
Passion for delivering outstanding customer experience
Ability to collaborate cross-functionally on a global scale
Strategic problem solver, with clear vision to drive world class change management.
Strong technical proficiency in support of learning Salesforce application and solutions
Experience writing documentation, knowledge articles and workflow diagrams
Demonstrated ability to empower, influence and gain commitment at all levels of the organization
Proven track record to lead sophisticated processes and drive continuous process improvement.
Diligent, motivated, self-starter with the ability to work independently
Experience with Software-as-a-Service (SaaS) & Performance Monitoring preferred
PMP, Certified Scrum Master and/or PRINCE2 certifications are a plus
Salesforce product experience/ certifications are a plus
Customer Success Platform experience is a plus

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $150,300 to $206,700.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.