Salesforce Hiring for Manager / Senior Manager | Technical Support – Vlocity Full Time

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Job Category Customer Success Group

Job Details

Vlocity is a leading provider of industry-specific cloud and mobile software, driving digital transformation for the world’s largest companies. A three-time Forbes Cloud 100 winner (2017, 2018, 2019). Vlocity is an “industry cloud” pioneer built in partnership with Salesforce, the world’s #1 CRM provider. Vlocity increases sales, service and marketing agility, operational efficiency, digital adoption and simplicity at a faster time to value across the enterprise. Committed to innovation, customer success and a values-led culture, Vlocity serves the world’s leading companies in the Communications, Media & Entertainment, Energy & Utilities, Insurance, Health, and Government industries. Vlocity is headquartered in San Francisco, with offices throughout North America, Europe, Asia, and Latin America. Become Vlocity certified. Follow us @vlocity. Click to learn more about Vlocity.

Job Description

We are looking for a hands-on senior technical manager who will be responsible for leading a technical team which supports customers and partners for Vlocity CPQ and Order Management products suite.

The successful candidate will manage a team within our growing global product support organization providing leadership to the team’s developer and product support Engineers, interfacing with Development on customer-impacting enhancements and fixes, managing recruitment and development of support staff, guiding and exceeding team metrics.

The Senior Manager will establish strategies, goals and processes which improve effectiveness and efficiency of the team while focusing on the customer experience.

This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance.

The Senior Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from Vlocity.

The Global Support Product team runs 24x7x365 with current operational centres in San Francisco – California, Raleigh – North Carolina, London – United Kingdom, Bueno Aires – Argentina, Manila – Philippines, and Bengaluru – India. You must have the flexibility to work as the business requires – this might include a few holidays, weekends and distributed timezones.

Responsibilities

Develop strategies, operating plans and manage the daily execution within product support to provide consistently high-quality service which drives customer success.

Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction.

Partner with support leadership to manage team resource allocation and workload of the team, focusing on short term urgencies and long-term growth.

Communicate organization goals and objectives – set team and individual goals in accordance with overall organizational goals.

Ensure that the team documents, tracks and manages all support requests, communications and actions in the Salesforce CRM case tracking system, and established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences.

Provide regular management updates and reports on team performance to the product support Leadership team and communicate expectations clearly and effectively to achieve results.

Meet or exceed the established service level objectives for the Technical Support team.

Act as a primary management escalation resource for customer and internal feedback pertaining to the team and serve as Support Escalation Manager for a portfolio of designated accounts.

Participate in weekend and holiday Duty Manager rotation as required.

Lead efforts to hire, develop, and build a strong, self-sufficient technical team.

Own and bring to conclusion customer escalations by working with cross functional in support, development and operations team.

Capture customer feedback and participate in product issue resolutions and product enhancement efforts.

Qualification

5 years experience in Software or Consulting

2 years experience in people management.

CPQ domain knowledge/experience working on another CPQ system preferable

Salesforce Domain knowledge is required. Visualforce and Apex code experience will be nice to have.

Exceptional people manager, strong mentor, coach and leader for mid to large distributed teams.

Educations/Desired Certification

– A bachelor’s or master’s degree in engineering, business management or equivalent work experience.

– Expert knowledge of Salesforce Service Cloud will be nice to have.

Vlocity welcomes all. In our journey as a company — and as individual Vlociters — we recognize that our diversity is our strength. We are proud to be an Equal Employment Opportunity employer. All aspects of employment including our decisions to recruit, hire, promote, transfer, discipline, or separate are based on merit, competence, performance, and business needs. We do not discriminate on the basis of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees to bring their authentic selves to work every day. We provide accommodation for our Vlociters with disabilities both seen and unseen in the spirit and letter of the Americans with Disabilities Act (ADA).

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