Job Details

The Sr Manager, Signature support is a customer-focused expert and is responsible for effectively managing and improving Salesforce.com’s Signature technical support program. The Signature team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. 

As a member of the Signature team, the Signature Manager is technically competent, business oriented and highly customer centric. This position will be working within the Salesforce Industries Support business line. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and deliver a high level of customer satisfaction through the delivery of world-class technical support services.

Key Responsibilities

• Manage a team of highly Technical and  professional engineers that provide support to salesforce Industries most strategic customer  issues.
•  Handle highly transparent, global and critical technical  cases, escalations and lead the resolution of it to ensure 100% customer satisfaction  from our most strategic customers..
• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, and Application Governance.
• Provide proactive support, including but not limited to; preparing trending graphs/reports, identifying potential customer impacting bugs in releases, proactive system/limit monitoring and communications, engaging with customer’s account team to understand their technology road map and provide recommendations to minimize potential service disruptions.
• Advocate sfi customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D team on escalated technical issues and product roadmap changes/new features.
• Be able to assist signature support engineers with troubleshooting, debugging highly complex technical issues  and taking responsibility to see that the issue is fully resolved.
• Participation in sfi project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated with incident prediction and prevention capabilities.
• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support.  The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
• Serve as a manager, mentor, knowledge resource, and escalation point for Support employees; Build credibility and trust within the support group. 
• Ensure that the team has  the resources, information, and processes necessary to deliver effective technical solutions to our customers.

Required Skills/Experience:

• Relevant experience managing technical support professionals.
• Relevant experience in a technical support/customer facing  role handling highly complex issues or with development experience
• Ability to attract, hire and retain impactful support professionals
• Experience building or managing Developer Support teams.
• Demonstrable ability to manage complex processes and drive continuous process improvement.
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Ability to effectively prioritize and escalate customer issues as required
• Comfortable interacting with all levels of customer and SFDC management
• Ability to multi-task and perform effectively under pressure
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL
• Solid understanding of Object-Oriented design and core programming concepts
• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
• Relevant experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development

Desired Skills/Experience:

• Visualforce and Apex code experience
• Certified Salesforce Developer (PD1, PD2)
• CRM domain knowledge
• Previous experience with Salesforce.com CRM and its technologies