As a Manager of Business Critical Services you will lead a team that takes pride in delivering a premium customer experience. Your primary role involves managing a team of talented Technical Services Engineers who assist customers in resolving highly technical challenges. Duties include all aspects of people management, assisting engineers with understanding and prioritizing their case work, managing case escalations, and ensuring process compliance within the team. You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs. You are collaborative by nature and enjoy mentoring team members.

Your Impact - Responsibilities: In this Manager role, it is you and your team on the front line of delivering an exceptional customer experience.

WHAT YOU WILL BE DOING..

• Managing a team of Technical Services Engineers to achieve business objectives around KPI attainment and operational excellence.
• Setting team goals in alignment with Global Services objectives, and assisting direct reports in the definition and attainment of individual goals.
• Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
• Ensuring the delivery and completion of technical and soft-skills training for direct reports.
• Delivering monthly feedback on individual performance in terms of agreed upon objectives and employee development goals.
• Managing workflows and schedules for direct reports to ensure adequate and equitable workload coverage.
• Managing and communicating about customer escalations for your direct reports when necessary.
• Collaborating with other departments like T&P and filing requests for increased resources when applicable.
• Advocating for customers and defining ways to continually add value to the customer experience.
• Serving as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.
• Completing daily process compliance activities such as documenting Closed Loop information and S.M.A.R.T. actions.
• Participating in the manager rotation for on-call coverage, ensuring a response to all customer escalations that occur during your assigned shift, and responding to requests from Support leaders.
• Reviewing team KPIs on a daily basis and representing your team-members during regional Pulse calls.
• Conducting interviews and hiring team members.
• Participating in ongoing discussions around strategic vision for the team.
• Participating in projects when possible and as desired.
• Encouraging team participation in VTO events.

Minimum Qualifications

• Minimum of 5 years managing technical support professionals. 
• Minimum 3 years of experience in a technical support role.
• Detailed and organized, with a track record for understanding urgency and delivering quality results.
• Strong business acumen.
• Excellent written and verbal communication skills.
• Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.
• Demonstrated confidence in dealing with all levels of management, both internal and external to Salesforce.
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
• Ability to understand and escalate issues efficiently and appropriately.
• Comfortable hosting calls with multiple attendees, both technical and non-technical.
• Aptitude for negotiating firmly but fairly, demonstrating the ability to hold the line but also to be flexible.
• Ability to work in ambiguous environments and when required can roll up the sleeves to work with team members to help design solutions.
• Experience with or knowledge of providing SaaS Support.
• Has functional or technical knowledge of e-commerce and order management systems.

Preferred Qualifications

• Ability to attract, hire and retain high-performing support professionals.
• Experience building or managing Technical Support teams.
• Ability to develop and deliver creative business solutions for complex problems.
• Handles stress well.
• Familiarity with tools & practices of the customer support such as case management, knowledge base, and defect/escalation management.

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