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Job Category
Customer Success
Job Details

About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Engineers along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes.

The successful candidate will be customer-obsessed, independent, self-motivated, proactive, results-oriented, influential, experienced in dealing with business leaders and company executives and be able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

This position will be located at Salesforce’s Dublin office and will report directly to the EMEA Senior Director of Technical Support, also based in Dublin, Ireland.

Location: Dublin

Responsibilities:

• Manage a team of highly skilled multi-lingual support engineers that are located in Dublin to handle daily case volume and major customer escalations
• Hire, develop and evaluate personnel to ensure an efficient business operation.
• Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations and coach and develop employee skills
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
• Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
• Ensure the delivery of high-quality technical and soft-skills training for direct reports
• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals
• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance
• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
• Advocate for customers and define ways to continually add value to the customer experience
• Foster and facilitate the professional growth and development of team members
• Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

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Required Skills:

• Management Experience:
  • Proven experience in managing a technical support team.
  • Ability to lead and mentor team members.
• Technical Expertise:
  • Familiarity with cloud computing, CRM software, Marketing, and related technologies.
• Customer Focus:
  • Dedication to ensuring customer satisfaction.
  • Experience in handling customer escalations and resolving complex issues.
• Communication Skills:
  • Excellent written and verbal communication skills.
  • Ability to explain technical concepts to non-technical stakeholders.
• Problem-Solving:
  • Strong analytical and problem-solving skills.
  • Capacity to identify and address technical issues efficiently.
• Process Improvement:
  • Experience in implementing and improving support processes.
  • Ability to optimize workflows for efficiency.
• Team Collaboration:
  • Collaboration with cross-functional teams, including Sales, Consulting, CSM, TAM, Program Management, and Product Management
• Documentation:Keeping records and documentation up-to-date.
  

Preferred Skills:

• Certifications:
  • Salesforce Marketing Cloud certifications (e.g., Salesforce Certified Marketing Cloud Administrator, Salesforce Certified Marketing Cloud Email Specialist, Salesforce Certified Marketing Cloud Consultant) are often preferred.
• Technical Proficiency:
  • Advanced knowledge of Salesforce platform and related technologies.
  • Familiarity with programming languages like Apex and scripting languages.
  • Expertise in cloud-based marketing technologies, data integration, and CRM platforms; proficiency in SQL, AMPscript, HTML/CSS for email marketing, and API integration a plus.
• Data Analysis:
  • Proficiency in data analysis and reporting tools, such as Salesforce Reporting and Analytics.
• Project Management:
  • Experience in project management methodologies.
  • Ability to handle multiple projects and priorities.
• Customer Relationship Management & Marketing (CRM):
  • Understanding of CRM best practices and strategies.
  • Experience with or Exposure to Marketing Tools and Software
• Training and Development:
  • Experience in developing training materials and conducting training sessions for support staff.
• Innovation:
  • Proven ability to introduce innovative support solutions and technologies.

Fluent in English + additional language (French, Italian, Spanish or German) is a plus

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