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.

ABOUT SALESFORCE:
At Salesforce, the Customer Company, we inspire the future of business with AI + Data + CRM. Guided by our core values, we help companies across industries forge new customer connections. We empower you to be a Trailblazer—driving performance, career growth, and making a positive impact. If you believe business can be a force for good, you're in the right place.

ROLE DESCRIPTION:
As the Director of Trailhead Support, you will lead global teams across Salesforce learning platforms, guiding Senior Managers, Managers, and Support Engineers. This pivotal role demands a visionary, strategic, and operationally savvy leader who can inspire excellent customer support, handle critical escalations, develop talent, and spearhead innovation and transformation.

Beyond daily operations, you’ll drive strategies to grow and scale the Trailhead Support business, mentor future leaders, and represent Salesforce on a global stage, all while championing our core values. You must be proactive, results-driven, and dedicated to delivering world-class customer service and brand impact.

RESPONSIBILITIES:

• Lead 24/7 Operations: Ensure seamless, flexible support coverage.
• Drive Performance: Lead the team to surpass KPIs and metrics in our high-performance yet rewarding culture
• Strategize for Impact: Boost customer & employee satisfaction, team performance, and collaboration.
• Elevate Support: Coach teams to provide customer-focused, proactive solutions, promoting self-service.
• Develop Talent: Identify training needs and prioritize career growth through upskilling & role awareness
• Report Progress: Deliver performance insights and manage key processes for efficiency and excellence.
• Leverage Insights: Use customer trends to implement knowledge-driven support practices.
• Advocate for Improvement: Continuously refine policies to enhance customer experience.
• Champion Transformation: Spearhead org-wide efficiency and innovation projects.
• Optimize Processes: Streamline operations with automation and scalable solutions.
• Collaborate Cross-Functionally: Represent support, manage workflows, and ensure coverage.
• Align with Strategy: Ensure team goals meet global objectives for effective technical support.
• Partner on Key Projects: Work with Digital Success to enhance self-service and strategic initiatives.

REQUIRED SKILLS & QUALIFICATIONS:

• 12+ years in technical support, resolving complex software issues.

• 6+ years managing managers and teams supporting large enterprise customers.

• Proven success leading global teams and enhancing collaboration.

• Experienced in overseeing multiple support teams, including outsourcers, with deep knowledge of technical support and engineering functions.

• Strong grasp of operational infrastructure, metrics, and systems for global support.

• Confident and professional in executive-level interactions with customers and internal teams.

• Skilled in managing complex processes and driving continuous improvement.

• Excellent project & program management, and cross-team collaboration skills.

• Proven ability to handle high-impact customer escalations with a focus on satisfaction.

• Highly organized, an effective communicator, and a natural influencer.

• Innovative approach, constantly seeking improvements and challenging the status quo.

• Bachelor's degree required; MBA and certifications (PMP, PRINCE2, ITIL, Six Sigma) preferred.

• Salesforce experience is a plus.

LEADERSHIP QUALITIES:

• PASSION: Passionate for Customer Success and doing the right thing
• BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great listener, and hands-on
• URGENCY: Ability to move fast and drive business value and results
• OHANA: Embodies Salesforce culture: a great teammate that everyone enjoys working with and has a generous heart
• TRUST: Embodies Trust as our core value
• ADAPTABLE: Excels in high levels of uncertainty and change

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Posting Statement

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