Manager Technical Support EMEA - Salesforce Commerce Cloud

Job description

Manager, Technical Support EMEA (f/m) - Salesforce Commerce Cloud

Location: Germany / Berlin
Work shift: R egular - Mo to Fri, Standard Business Hours (8:30 to 17:30 PM GMT)

Overview:

Salesforce.com , the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. With our continued rapid growth, we are searching for a leader to join our Global Services organization for the following position:

The Technical Support Manager is a highly motivated, self-directed leader who has a desire to work on a rapidly evolving cloud based eCommerce platform, ensuring operational excellence and our customers success. This individual must possess excellent analytical and communication skills and have the desire to deliver outstanding support. The candidate will be managing a team of 5-8 level 2-3 support engineers, based in our Berlin office, whose focus is providing level 2 and above product and developer support to our customers globally.

Responsibilities:
·  Responsible for growth and enablement of the regional Customer Support team.
·  Act as an escalation point for customer and partner support problems that may be raised for expedited resolution.
·  Improve the quality and efficiency of the service we deliver to our customers as a means to improve customer satisfaction.
·  Manage strategic regional operations initiatives for our customers and partners.
·  Assess, evaluate and establish regional and global process, partnering with the global management team where appropriate.
·  Review and evaluate engineer performance working closely with engineers to develop and accelerate their career paths
Minimum Qualifications:
·  6+ years providing customer facing product/technical support (Web based products or eCommerce preferred)
·  2 + years of experience in managing a support organization or leading customer interactions
·  Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services.
·  Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.
·  Excellent communication skills (verbal and written)
·  Fluent in English. Any of the following languages a plus (French, German, Italian, Spanish)
·  BS or MS in Computer Science or related area.
Specific Skills:
·  Excellent customer focus
·  Proven ability to manage complex processes and drive continuous process improvement.
·  Experience providing SaaS support
·  Experience developing web applications a plus
·  Must possess a strong understanding of support case quality and hygiene.
·  Has experience collaborating and communicating with leadership across organizations and geographies. *LI-Y