Senior Manager/Director - Customer Centric Engineering and Technical Escalations Leadership

Introduction to Salesforce and Our Mission

We're Salesforce, the Customer Company, pioneering the future of business with AI, Data, and CRM. Our core values drive us to empower companies across every industry to innovate and connect with customers in new and exciting ways. At Salesforce, we believe in the power of business as a platform for change, where doing well and doing good are not mutually exclusive. We're committed to creating a workforce that reflects the diversity of society through inclusive programs and initiatives. If you share our vision and are passionate about driving customer satisfaction and technical excellence, we invite you to join our team as a Senior Manager/Director of Customer Centric Engineering.

About the Role

The Senior Manager/Director of Customer Centric Engineering will lead a team of highly skilled engineers focused on ensuring the success of our large customer base by investigating, reproducing, and diagnosing complex technical issues. This critical role requires a unique blend of technical expertise, leadership acumen, and customer-centric mindset. As a key member of our engineering leadership team, you will be responsible for driving the resolution of high-impact technical escalations, building strong relationships across the organization, and inspiring trust and confidence in Salesforce's technical capabilities with our customers.

Key Responsibilities

• Lead a team of Customer Centric Engineering Availability engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction.
• Be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals.
• Build and maintain strong relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support.
• Act as an ambassador for Customer Trust, driving accountability through influence and ensuring that customer needs are prioritized across the organization.
• Quarterback highly visible, critical technical escalations, ensuring timely and complete resolution and leading cross-functional efforts to solve for the root cause.
• Inspire trust and confidence in Salesforce when communicating with customers, both internal and external, and drive cross-departmental critical initiatives identified in partnership with various stakeholders.

Requirements and Qualifications

To be successful in this role, you will need:

• 8+ years of experience in product management, software engineering, technical support, or a similar technical role, with 3+ years of people management experience.
• A deep understanding of software engineering principles, technical escalation procedures, and the key drivers of customer satisfaction.
• Proven leadership experience in a global SaaS-based engineering or technical support organization, with a track record of leading software engineers and/or technical escalations for large and strategic customers.
• Excellent interpersonal skills, conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level.
• Ability to thrive in a dynamic, fast-paced environment, executing at both the strategic and tactical level, and having fun while doing what it takes to get things done.
• Familiarity with database, application, and network technologies used in Cloud Computing, including knowledge of network topologies and devices, database concepts, and SQL.
• A BA/BS Degree (or equivalent) in a technical field.

Preferred Qualifications

• Experience with cloud-based technologies and SaaS platforms.
• Knowledge of agile development methodologies and DevOps practices.
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
• Excellent communication and presentation skills, with the ability to communicate technical information to both technical and non-technical audiences.

Skills and Competencies

To excel in this role, you will need to possess a unique combination of technical, business, and interpersonal skills, including:

• Technical expertise: A deep understanding of software engineering principles, technical escalation procedures, and cloud-based technologies.
• Leadership skills: Proven experience leading high-performing teams, with a track record of developing and mentoring engineers and technical professionals.
• Customer-centric mindset: A strong focus on customer satisfaction, with the ability to prioritize and escalate customer issues effectively.
• Collaboration and influencing skills: Excellent interpersonal skills, with the ability to build strong relationships across the organization and drive accountability through influence.
• Problem-solving and analytical skills: Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.

Career Growth Opportunities and Learning Benefits

At Salesforce, we're committed to helping you grow your career and develop your skills. As a Senior Manager/Director of Customer Centric Engineering, you will have access to a wide range of training and development opportunities, including:

• Leadership development programs: Opportunities to develop your leadership skills and learn from experienced leaders across the organization.
• Technical training and certification: Access to technical training and certification programs, to help you stay up-to-date with the latest technologies and trends.
• Mentorship and coaching: Opportunities to work with experienced mentors and coaches, who can provide guidance and support to help you achieve your career goals.
• Cross-functional projects: Opportunities to work on cross-functional projects, to develop your skills and experience in different areas of the business.

Work Environment and Company Culture

At Salesforce, we're proud of our unique and dynamic company culture, which is built on our core values of trust, customer success, and innovation. As a Senior Manager/Director of Customer Centric Engineering, you will be part of a collaborative and supportive team, with a strong focus on teamwork, innovation, and customer satisfaction. Our company culture is built on the following principles:

• Trust: We trust each other to do the right thing, and we're committed to transparency and accountability in everything we do.
• Customer success: We're passionate about delivering exceptional customer experiences, and we're committed to helping our customers achieve their goals.
• Innovation: We're always looking for new and innovative ways to solve problems, and we're committed to staying ahead of the curve in terms of technology and trends.
• Equality: We believe in the importance of equality and diversity, and we're committed to creating a workforce that reflects the diversity of society.

Compensation, Perks, and Benefits

At Salesforce, we offer a competitive compensation and benefits package, which includes:

• Salary: A competitive salary, reflecting your skills and experience.
• Benefits: A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and other perks.
• Stock options: Opportunities to purchase Salesforce stock at a discounted price, to help you share in the company's success.
• Flexible work arrangements: Flexible work arrangements, including remote work options and flexible hours, to help you balance your work and personal life.

Conclusion

If you're a motivated and experienced technical leader, with a passion for customer satisfaction and technical excellence, we encourage you to apply for this exciting opportunity. As a Senior Manager/Director of Customer Centric Engineering at Salesforce, you will have the chance to make a significant impact on our customers and our business, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and help shape the future of customer-centric engineering. Apply now and take the first step towards a rewarding new role.