salesforce.com: Director, Support and CSM Operations

Location: US-CA-San Francisco Status: Full Time, Employee Job Category: Business/Strategic Management Description: Salesforce.com has rapidly evolved from a startup founded by four people in a cramped San Francisco apartment in 1999 to a company with more than 2,500 employees, an $800 Million Annual Revenue Run Rate and over 1,000,000 users worldwide. As a pioneer in on-demand business services, we are transforming the software industry, championing what we call the “democratization” of software—offering small companies the benefits of sophisticated business applications, a luxury previously affordable only for large enterprises. Our customers range in size from tiny companies to global multinational corporations and represent diverse industries. Top talent across the world joins salesforce.com for its “change the world” mentality; the opportunity to excel in a performance-driven, fast-paced, and competitive atmosphere; the chance to be surrounded by peers and leaders that inspire, motivate, and innovate and a corporate philosophy that incorporates community involvement into its fabric. Responsibilities: Manage Portfolio of Support & CSM Projects. These two teams combined have upwards of 50 projects running at any time. The projects are all focused around how to address operational efficiency in the support and CSM organizations. These projects span across the different functional areas in support and CSM’s but also cross functional with Sales, IT, Development, Sales Operations, etc. Excellent portfolio management and project management skills and the ability to manage a large group of disparate resources across a large portfolio of projects are required. Manage New Employee Onboarding & Ongoing Training Programs. Lead a team of 3 responsible for creating programs to ensure long term employee success at salesforce.com. This includes the new hire onboarding/ramp process as well as working with product operations, product management and development to ensure ongoing training programs in conjunction with our aggressive 4-6x/year release cycle. Manage the team responsible Portfolio of Support Operational & Financial Metrics as well as Support & Product Renewal Metrics. Will be responsible for ownership and delivery of operational reporting packet on a monthly basis as well as the team who is responsible for pulling this data together. (2 people) Will be expected to pro-actively recognize and analyze trends in the data, provide thought leadership on metrics needed to better run the business. Data Analyst skills required. Requires an acute mastery of expert Excel. Salesforce.com Analytics is desired but not required.Required Skills/Experience: 10+ years in support management, services management or operations MBA degree from top tier school strongly preferred Strong creativity and innovation in discovering actionable results and strategies Excellent quantitative analysis and modeling skills World-class content creation and communication skills - speaking, writing and PowerPoint Proven ability to lead and succeed in a collaborative, start-up paced environmentEmployees at salesforce.com consider their experience as defining points in their careers. If you are ready to become a key contributor and join one of today’s hottest, market-leading companies, then send us your resume and accomplishments today. In return for your efforts, salesforce.com offers a competitive compensation package including on site yoga, healthy snacks, paid-time-off for volunteering and more. Principals only, no agencies please. At salesforce.com equal talent always means equal opportunity. Please apply online at: http://www.salesforce.com/company/careers/locations/a0800000000Ab42AAC/a017000000Bf5QcAAJ.jsp