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Salesforce is seeking a Manager, Success Engineer to lead a team of technical support professionals in Mexico City. This role is responsible for managing a support team to achieve business objectives including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Key responsibilities include:
- Managing a team of Success Engineers and overseeing support projects and processes
- Setting team goals aligned with Global Support objectives and assisting direct reports in defining individual goals
- Ensuring direct reports have resources, information, and processes to deliver effective technical solutions
- Delivering high-quality technical and soft-skills training for the team
- Conducting performance reviews and providing regular feedback on performance and development goals
- Managing workflows, schedules, and workload coverage for the team
- Delivering regular reports on business performance metrics
- Managing key processes including FAQ analysis, case reviews, and customer feedback analysis
- Developing and maintaining Support procedures and policies
- Advocating for customers and identifying ways to enhance the customer experience
- Serving as a mentor, knowledge resource, and escalation point for Support Engineers
Required qualifications:
- Minimum 3 years managing technical support professionals
- Minimum 5 years in a technical support role
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Ability to communicate and coordinate across Sales, Consulting, CSM, QA, Program Management, and Product Management
- Solid functional Salesforce application knowledge
- Strong work ethic and advanced organizational skills
- Ability to develop creative business solutions for complex problems
- Ability to work effectively in fast-paced environments
Desired qualifications:
- Ability to attract, hire, and retain high-performing support professionals
- Oral and written Portuguese language skills
- Functional or technical Salesforce application knowledge
- Experience building or managing Developer Support teams
