Director of Technical Support
Location: San Francisco California
Description: Rypple is in need of Director of Technical Support right now, this position will be placed in California. More complete informations about this position opportunity kindly read the description below. Salesforce.com 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 s! ocial, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovateâ€"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?
This role will be responsible for ensuring the highest sustainable level of customer satisfaction with Salesforce.com products and services. Key responsibilities include Escalation management, Customer Management, Duty Management, Change Management, and Adherence to established support processes. This role will drive regional performance to meet/exceed established goals by partnering successfully with peer teams. As a member of the Global Support management team, the! Director of Technical Support is both technically competent a! nd business oriented.
Key Responsibilities:
Resource, organize, and facilitate a team of Support engineers at both in-house and outsourced locations in providing high quality, accurate and timely customer support.
Actively participate in setting team/department objectives & ensure they are met.
Provide direction to our Outsourced Partners that will enable skill-set specialization and technical expertise.
Scale support by adopting Knowledge centric support as a core foundational pillar.
Manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer satisfaction, Customer Loyalty and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce.com remains at the forefront of the industry in the provision of customer service.
Responsible for ensuring differentiation of Support Delivery via our Pre! mier Success, Mission Critical Success and other value-added services.
Provide primary regional interface into support organization for other lines of business by establishing operational relationships within regional Customer Success, Partner and Services organizations.
Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other salesforce.com functions.
Actively engage in implementing and supporting the evolution of support delivery model via Service Cloud features and enhancements.
Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to Salesforce.com customers in resolving technical issues.
Partner closely with the regional Customer Success organization to ensure POC’s, Key Strategic Customers, and Sales driven escalations are handled with a high priority.
Work pro-actively with Peer Manag! ers to schedule staff, plan training activities, and other non-customer! facing activities to meet Regions Capacity requirements.
Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer delight.
Minimum Requirements :
BS or MS in Computer Science, or equivalent experience.
10+ years experience in a technical support environment, handling highly complex issues.
5+ years at the Management level, managing managers in addition to individual contributors, providing mission critical support to large enterprise customers.
Previous experience directing and maximizing the benefits of collaborating global teams.
Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
Strong understanding of operational infrastructure, metrics, processes,! systems and tools for running a Worldwide Support organization focused on working via Outsourced partner channels.
Specific Skills:
Must be capable of dealing confidently and professionally at executive level internally and at customers.
Proven ability to manage complex processes and drive continuous process improvement.
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Rypple.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Fri, 25 Oct 2013 18:08:52 GMT