Description
Proactive Monitoring(ProM) is a strategic customer engagement service that supports 24x7 monitoring of critical customer processes and proactively avert problems before they occur. The team consists of Salesforce experts who monitor the critical customer business processes, performance, platform limits and critical automations round the clock in a fast-paced, highly dynamic, client centric environment and work with the customer on issue mitigation.
The Manager of Proactive Monitoring is a customer-focused leader and is responsible for leading Salesforce.com’s Proactive Monitoring delivery team. Duties include defining the strategy for Delivery of customer success and developing a strong partnership across Worldwide support, Premier products, and Engineering teams. As a member of the Global Support management team, the Manager of Proactive Monitoring is both technically competent and business oriented.
KEY RESPONSIBILITIES:
Managing a team of ProM to achieve business objectives around KPI attainment and operational excellence.
Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
Provide leadership and direction to the proactive monitoring teams WW resulting in increased overall customer satisfaction and Customer retention.
Create, manage and adhere to all global processes, infrastructure for Delivery and resolution targets.
Focus on Proactive Support best practices for our Customers that will hasten their implementations/deployments.
Define operational initiatives that will support our Strategic direction for ProM delivery.
Proactively engage Regional CFL and WW executives as appropriate to improve customer relationships and demonstrate Salesforce.com commitment to the customer at the highest levels.
Develop excellent working relationships with other Support & infrastructure management to enable the successful delivery of ProM and other value-added services.
Responsible for defining escalation processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation.
Strong change management skills are critical to implement various WW strategies.
MINIMUM QUALIFICATIONS:
BS or MS in Computer Science.
5 - 10 years experience in a technical support environment, handling highly complex issues.
3+ years at the Management level in addition to individual contributors, providing service to large enterprise customers.
Previous experience directing and maximizing the benefits of collaborating global teams.
Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
PREFERRED QUALIFICATIONS:
Must have previous and demonstrated leadership experience in a technical support environment.
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.
A team player who is influential and builds good working relationships across all functions.
Proven ability to manage complex processes and drive continuous process improvement.
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Solid business sense, including experience with cost/benefit analyses.
Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved.
Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.
Need to be flexible with shifts