Manager, Technical Support Engineering

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Technical Support Manager demonstrates deep business, industry, and product knowledge to ensure the success of our customers by effectively managing a team of success agents along with associated support projects and processes. In this role, the Technical Support Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned by cloud strategy, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs. The ideal Technical Support Manager will possess both a Cloud specialization and people leadership skills that enable them to speak the customer language.

Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives Lead and manage a team of Developer Support Engineers to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Manage workflows and schedules for direct reports and ensure adequate workload coverage Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds Guide a customer on org strategy, governance and standard processes based on customer needs Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator Working with the account team and Salesforce Execs, optimally network within accounts from the Executive-Level down, in order to help customers work towards their goals When appropriate, recommend additional Salesforce services and advisory experts needed to drive success Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates Your Impact: Successful Technical Support Engineering Managers lead their teams to provide top-notch technical assistance that aligns with the company's commitment to excellence. Your contributions will include:

Leadership: Manage and mentor a team of technical support Engineers, providing guidance, coaching, and fostering a collaborative environment. Customer Success: Ensure that customer inquiries and issues are resolved in a timely