Director of Support

Are you a smart, talented, and personable professional who thrives on customer interaction and solving complex problems using cutting-edge technology and smart processes? We are seeking a hands-on leader who can build and lead a premium support organization, leveraging AI technology and strategic thinking to manage operations efficiently and proactively.

The Role

You will spearhead our essential customer support function, working directly under the direction of our Chief Customer Officer (CCO) and in collaboration with our Customer Implementation & Product Development teams. This position requires a dynamic individual who can lead from the front, engage in hands-on Salesforce development, configuration, and administration, and understand the intricacies of our Salesforce-based applications and business processes.

Responsibilities

• Leadership & Hands-on Contribution: Lead the support team by providing hands-on development, configuration, and administration for Salesforce-based applications. Engage directly with customers and team members to resolve issues efficiently.
• Technical Expertise: Act as a Subject Matter Expert in Salesforce technical troubleshooting, including Apex Classes and Triggers, REST APIs, LWC, and Flows.
• Operational Enhancements: Develop and implement customizations as Managed Services that include proactive small coding or configuration work for operational changes, which do not warrant full-scale projects.
• Support Quality & Improvement: Monitor support quality, gather customer feedback, and implement continuous improvement processes to enhance support services, reduce response times, and increase customer satisfaction.
• AI & Technology Integration: Leverage AI technological advancements to recommend and implement tools, technologies, and practices that improve service delivery and operational efficiency.
• Team Building & Training: Build, train, and lead a team of support and managed services professionals, ensuring operations are scalable, efficient, and aligned with business objectives.
• Customer Retention & Growth: Play a pivotal role in retaining customers and contributing to the company's growth by ensuring high levels of customer satisfaction and loyalty through superior service delivery.
• Cross-Department Collaboration: Collaborate with product development, sales, and marketing to share customer insights, feedback, and trends that can inform product improvements and sales strategies.

Qualifications

• Experience: Proven experience in a leadership role, with a background as a Salesforce developer who has advanced to a leadership position. Hands-on experience with Salesforce technical troubleshooting and development.
• Industry Knowledge: Experience with Quote-to-Cash and eCommerce applications. Understanding of SaaS, XaaS, IoT, Communications, and Manufacturing industries.
• Skills: Strong problem-solving skills, strategic thinking, and the ability to lead from the front. Excellent communication skills with the ability to influence customer behavior.
• Mindset: Long-term oriented, proactive, and innovative thinker who focuses on preventing problems and making processes efficient.
• Technical Proficiency: Expertise in Salesforce administration, workflow, development, and code review. Familiarity with AI technologies and their application in support and managed services.

Requirements

• Strong analytical skills and problem-solving skills combined with ability to document & collaborate with both technical and non-technical stakeholders effectively using expert-level English.
• Capabilities leveraging AI and machine learning technologies to configure, develop and deploy applications within cloud environments.
• Demonstrable skills & knowledge regarding Salesforce Administration, Configuration, Development. This will be tested throughout the Hiring process.
• Effectively utilize data analytics to measure & improve functional performance & customer satisfaction levels
• 5+ years customer-facing consultant advisory positions, including managing & developing employees in the position
• Demonstrable understanding of Customer Support functions, best practices to achieve high customer satisfaction ratings
• Strong hands-on skills utilizing the Salesforce platform Admin & Performance factors
• Demonstrated SF configuration skills including Flow
• Expertise in understand data models, and perform data analysis, data cleansing, and report building
• Basic knowledge of Web services, APIs, integration design
• Certifications in Salesforce

Benefits

• Health Insurance, PTO, and Leave time
• Ongoing paid professional training and certifications
• Fully Remote work Opportunity
• Strong Onboarding & Training programs

Work Timings - 3:00 pm -12:00 am IST