salesforce.com: Senior Manager, Technical Support

Location: US-CA-San Francisco Status: Full Time, Employee Job Category: IT/Software Development Education Level: Bachelor's Degree 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.The Basic Support Team Manager will be responsible for managing the operations of our North American Basic Support line of business out of our San Francisco/San Mateo offices. This role holds total responsibility for the delivery capacity and mechanisms of our Basic support business, Tier 2 and Tier 3 technical teams as well as responsibility for outsourced teams with multiple vendors. This should be a seasoned individual comfortable with managing the basics of a technical support business, extensive experience in managing outsourced vendors as well as creating and launching multiple partner programs for developers, SI’s and ISV’s. This position reports into the SVP of Support & Customer Success, and includes a team of 20 with 2 direct manager reports. Responsibilities: Manage Delivery of Outsourced, Tier 2 and Tier 3 support teams; includes staffing, weekly employee career counseling/management, scheduling, volume forecasting, management of queue and phone schedules for all functions. Work closely with Premier Support, Development and QA managers to ensure scalable and globally repeatable processes that result in accurate and timely escalations/resolutions. Pro-actively review and identify areas of improvement/need for change in each line of business. Manage support level and customer satisfaction metrics; Ensure the support SLA's are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics Create a quality review program scalable across all support functions. Work with alliances team to create and manage partner support programs to better serve our partner community. Be the voice of the customer, create new programs to better serve customers where necessary, manage escalations effectively and set expectations with both internal and external partners. Serve as a manager, mentor, knowledge resource, and escalation point for Support employees; Build credibility and trust within the support groupRequired Skills/Experience: Minimum of 7 years managing technical support professionals. Proven success in managing outsourced support operations Demonstrated ability to create and grow partner support programs Excellent communication (written and verbal) skills Strong people management experience Exceptional analytical and problem solving skills with the ability to translate those to solutions. Ability to successfully communicate and coordinate with departments across the organization, including Sales, Consulting, CSM, QA, Program Management, Product Management, Development, Marketing, etc Assertive and Efficient; Comfortable sounding opinion and ability to make sound decisions quickly Thrive in a fast paced ‘always on’ environment CRM and Enterprise product support experience BS in Computer Science or MIS or any Engineering discipline MBA would be an added advantageEmployees 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/CV and accomplishments today. In return for your efforts, salesforce.com offers a competitive compensation and benefits package, including 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/a017000000BeRTEAA3.jsp