Salesforce.com, Inc Critical Incident Manager in Atlanta, Georgia
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Customer Success Group
The Critical Incident Manager is a highly customer-focused, operational leader that is responsible for flawlessly executing Salesforce’s existing, world-class, critical incident response operation, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the Critical Incident Manager should have strong technical knowledge of complex SaaS systems and deep experience leading the internal and external rapid response to complex incidents.
The Critical Incident Manager is a key driver for Severity-1 and executive-level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Support management team, the Critical Incident Manager is both technically competent and business-oriented.
Salesforce, the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. With our continued rapid growth, we are searching for a strong incident leader to join our Global Critical Incident Center.
Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction
Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business
Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.
Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager.
Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams.
Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in the appropriate parties as needed.
Assigns out, communicates with the customer, and owns from a management perspective any major hot severity case
BS or MS in Computer Science or a related technical area
10+ years experience in a technical support environment, handling highly complex issues
5+ years managing, coordinating, and ensuring resolution on executive-facing escalations
Outstanding communication skills at the C-Level: Both Written and Verbal Communications
Deep experience leading and responding to complex critical incidents
Strong operational and services experience in a cloud services delivery environment
Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
Providing mission-critical support to large enterprise customers
Previous experience directing and maximizing the benefits of collaborating with global teams
Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities
Must be able and willing to work weekend shifts on a rotational basis
Salesforce 201 or 211 Certification strongly preferred
Customer-centric attitude and focus on providing best-in-class service for customers and stakeholders
Executes with a high level of operational urgency with an ability to maintain calm, and work closely with a team and stakeholders during a critical situation
Ability to lead and drive resolution via an audio bridge as an incident commander with excellent executive communications and cross-functional collaboration
Must have expertise in managing enterprise-level escalations, including managing, prioritizing, and delegating multiple escalations at once
Has experience collaborating and communicating on an executive-level
Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure is highly desirable
A team player who is influential and builds good working relationships across all functions, with demonstrable experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
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