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Salesforce.com VP, Digital Support in New York, New York

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Job CategoryCustomer Success Group

Job Details
Salesforce Global Support is part of the Customer Success Group ("CSG") and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we're serving our customers in the best ways possible.

The VP of Digital Support is responsible for building and delivering the online, self-service experience for our customers. Our online channels for support represent the largest engagement footprint across any Salesforce properties and channels for existing customers. Our website, community, self-service tools, and online resources are deeply valued by our users and represent a critical surface in ensuring our customers' success. This role is an opportunity to build on this foundation and continue to drive a world-class customer experience.

The ideal candidate is a seasoned executive with a proven track record of building and delivering digital self-service in a cloud software company. They are deeply experienced in building customer-centric product experiences and driving transformational change. The successful candidate will have the ability to be highly strategic while also leading and expanding a focused self-service delivery organization. The individual will have a high sense of urgency, a strong executive presence, and an outstanding history of partnering with Engineering and Infrastructure teams to deliver an industry-defining digital experience.

Primary Responsibilities:

Leads from the front to deliver a world-class digital support experience across a rapidly growing portfolio of properties, creating customer advocacy with every engagement

Defines the online product experience by engaging deeply with our customers and leveraging the best of both Salesforce and industry technology and best practices

Is a thought leader, stays abreast of trends in the Support industry, and prepares the organization to scale in the face of multi-billion dollar company growth

Defines and drives key operational KPIs and incentives, and sets up a team to deliver

Hires, develops, and retains the best talent in the industry. Is deeply vested in the success of every member of the organization, providing opportunities for development while ensuring accountability to each other as well as to our customers.

Builds highly effective, collaborative relationships with peers on the Support leadership team as well as other CSG teams including Success, Services, and Renewals.

Builds strong relationships and alignment with key executives and leaders across the company, and particularly in Product, Engineering, and IT

Has a Beginners Mind, always looking for new ways to make things better

Embodies the values of Trust, Customer Success, Innovation, and Equality

Preferred Qualifications:

15+ years of experience in Technical Support, Product Management, Engineering, or a combination of functions

12+ years in functional leadership, with at least 5 years managing Directors or higher

10+ years of building and delivering online experiences

10+ years interacting with internal and customer executives

5+ years of experience in enterprise cloud software or similar companies

5+ years of Salesforce experience, as a user, admin, or developer

Proven expertise in technology transformation and automation

Proven experience with customer-centric design and driving product development

Experience supporting a wide range of customers and partners, ranging from SMB to the largest enterprises in the world

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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