Manager, Success Engineer

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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 Manager, Success Engineer is responsible for ensuring the success of our customers by effectively managing a team of Success engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
 

RESPONSIBILITIES

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

• Ensure the delivery of high-quality technical and soft-skills training for direct reports.

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.

• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

• Manage workflows and schedules for direct reports and ensure adequate workload coverage.

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.

• Develop and maintain Support procedures and policies.

• Advocate for customers and define ways to continually add value to the customer experience.

• Serve as a manager, mentor, knowledge resource, and escalation point for Support engineers; Build credibility and trust within the support group.

EXPERIENCE/SKILLS REQUIRED:

• Minimum of 3 years managing technical support professionals.

• Minimum 5 years experience in a technical support role.

• Experience with support tools and phone systems.

• Excellent written and verbal communication skills.

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.

• Solid, functional salesforce.com application knowledge.

• Ability to understand and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic and advanced organizational skills.

• Ability to develop and deliver creative business solutions for complex problems.

• Ability to effectively work with tight schedules and fast-paced environment.

EXPERIENCE/SKILLS DESIRED:

• Ability to attract, hire and retain high-performing support professionals

• Oral and Writing Portuguese will be a excellent add value for us.

• Functional or technical salesforce.com application knowledge.

• Experience building or managing Developer Support teams.

• Ability to develop and deliver creative business solutions for complex problems.

• Ability to effectively work with tight schedules and fast paced environment

Experience will be evaluated based on alignment to the core proficiencies for the role (e.g. extracurricular leadership roles, volunteer work, etc.).

NOTE: By applying to the Manager, Success Engineer posting recruiters and hiring managers across the organization hiring these roles will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.