You are smart, talented, personable, and thrive on customer interaction. You exude confidence in your abilities as a true Tech Disciple; an Enthusiast who solves difficult problems using leading-edge tech & process. You're adept at listening and responding precisely; steering discussions straight to efficient solutions.
We are problem solvers, strategic thinkers, and collaboration experts who use deduction & technology to solve our customers' most important problems. In this position, we are looking for a leader to spearhead our essential customer support function.
The Role
As the Director of Support & Managed Services, you will have the crucial responsibility to design & implement effective organization, process, and daily operations supporting customer issues. You will be a hands-on, directly contributing member of the Support team on all aspects of Communication, Administration, along with reviewing and correcting Code as necessary. All work will be done under the direction of our CCO (Chief Customer Officer) and will be conducted in collaboration with our Implementation & Development teams. Our Customer Support function is responsible for strengthening customer connections through efficient solutioning, troubleshooting, development/ configuration, and delivery utilizing AI technologies into a variety of customer Salesforce environments.
Your performance will be measured by achieving scoped requirements, support effectiveness metrics, timelines, and customer expectations. Targets will be set, tracked, and regularly discussed within the team environment.
Responsibilities
Leading the support team to provide timely, effective assistance to customers facing issues or queries with our products. This means direct contact and managed communication with all customer & team members on every issue as necessary
Act as a Subject Matter Expert for Salesforce technical troubleshooting, including Apex Classes and Triggers, REST APIs, LWC, and Flows
Providing hands-on expertise and assistance in all aspects of Salesforce & Expedite Commerce application administration, workflow, development and code review
Developing and implementing strategies for Managed Services that go beyond reactive support to include proactive monitoring, management, and optimization of the SaaS environment for customers
Monitoring service delivery Quality, gathering customer feedback, and implementing continuous improvement processes to enhance support services, reduce response times, and increase customer satisfaction
Leveraging AI technological advancements and product updates to recommend and implement tools, technologies, and practices that improve service delivery and operational efficiency
Building, training, and leading a team of support and managed services professionals
Ensuring the support and managed services operations are scalable, efficient, and aligned with business objectives
Playing a pivotal role in retaining customers and contributing to the SaaS company's growth by ensuring high levels of customer satisfaction and loyalty through superior service delivery
Collaborating with other departments, such as product development, sales, and marketing, to understand & share customer insights, feedback, and trends that can inform product improvements, sales strategies, and customer communications
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 understanding of the Salesforce platform Admin & Performance factors
Demonstrated SF configuration skills including Flow
Expertise in data modeling, data analytics, 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
Seniority level
Director
Employment type
Full-time
Job function
Information Technology
Industries
Primary and Secondary Education and Non-profit Organizations
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