Responsibilities
Lead the technical support team to drive Customer Success through rapid issue resolution and proactive guidance
Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainment
Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions
Ensure the team KPIs are met or exceeded across Global Support standards
Exemplify a positive customer experience through effective communication in every interaction with the customer
Receive and manage customer complaints and elevate them to appropriate personnel/team ensuring successful and timely resolution
Align with global stakeholders as a Service Cloud product lead
Work with Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience
Represent the voice of the ...