Director, Technical Support Engineering

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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.

Technical Support team helps our customers make the most of Salesforce products and drive their innovation. The team nurtures a ‘start-up culture’ that keeps us focused on speed, excellence, and unrivaled “Customer Wow”, which ultimately fuels our customers’ success. Together, with our support team made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Role Description:
Director of Japan/Korea Technical Support is a customer-focused leader and is responsible for Salesforce’s Technical Support team for Japan/Korea. This role will be responsible for ensuring the highest sustainable level of customer satisfaction with Salesforce products and services. Key responsibilities include Escalation management, Customer Management, Duty Management, Change Management, and Adherence to established support processes. This role will drive regional performance to meet/exceed established goals by partnering successfully with peer teams. As a member of the Global Support management team, the Director of Technical Support is both technically competent and business oriented. This position will report into the VP of Japan/Korea Technical Support in Tokyo.

Your Impact:

The successful candidate will be independent, self-motivated, proactive, results-oriented, influential, and be able to define and deliver a high level of customer satisfaction through the delivery of elite technical support services.

Your Impact （Responsibilities）:

• Manage the technical support teams to drive Customer Success
• Manage people managers to run daily operations
• Align with global stakeholders as a product lead
• Understand the industry support best practices and contribute across teams to continuously improve the support best practices.
• Ensure the team KPIs are met or exceeded across the Global Support KPIs.
• Exemplify a positive customer experience through effective communication in every interaction with the customer.
• Participate in developing, modifying and implementing company policies that affect Support operations and may also have company-wide impact.
• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution
• Builds substantial and lasting relationships with key stakeholders across functions to improve customer experience.
• Develop a structured change management process to implement the changes required considering scale and impact of the change. Drive the teams to effectively align with the changes in a timely manner.
• Inspire continuous improvement in support delivery according to business objectives.
• Create and champion a culture in alignment with Salesforce Core Values.
• Hire, develop and evaluate personnel to ensure an efficient business operation.
• Create an environment of stronger employee engagement through regular connects through 1:1s, all-hands, and office hours.
• Champions diversity and advocates for the value of Equality. Takes action to increase diversity in the workplace and acts as an ally to address issues that arise.
• Secure psychological safety everywhere

Minimum Requirements:

• Degree or Relevant Work Experience Preferred
• 5＋years of experience working in technical support operations
• 3+ years of successful people management experience
• Ability to attract, hire and retain high－performing support professionals
• Ability to motivate changes with the consent of stakeholders
• Ability to develop and deliver creative business solutions for complex problems
• Ability to effectively work with tight schedules and fast paced environment
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Written and verbal communication skills in both Japanese (fluent proficiency) and English (TOEIC 800+).

Preferred Requirements:

• Demonstrated good work ethic and sophisticated organizational skills
• Knowledge of development methodologies, development life-cycles, and use of development tools in a support capacity
• Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation.
• Detailed familiarity with the database, application and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.