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Vice President, Signature Success Support
Customer Success – Support Services and Renewals
US - California - San Francisco (HQ)
US - Indiana - Indianapolis
Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Vice President, Signature Success Support

Signature Success (formerly known as “Mission Critical Support”) is a strategic profit center and highest level of support at Salesforce that provides our largest and most strategic customers with a global designated team, provides rapid response and resolution, and proactively and predictively monitors and helps avert problems before they occur.  Reporting to the SVP of Global Customer Success, the VP of Signature Success Support is primarily responsible for building a highly skilled global team that executes flawlessly to deliver a very high degree of customer success in a scalable manner.  Signature Success is currently the fastest growing Support offering at Salesforce and is expected to more than double in size this year.  The team is on track to grow to > 200 this year.

The ideal candidate is a seasoned technology executive with a proven track record of delivering similar mission critical services at large, fast growing enterprise software companies, has a high sense of urgency, possesses a background in Engineering or Infrastructure leadership, is hands-on, is an expert at running large operations, and can engage confidently with C-Level executives.

Your Impact:

  • Lead a world-class team (150 employees and growing) that delivers flawlessly via strong operational discipline, capability development, and alignment with key delivery partners in R&D and account teams.

  • Proactively identify underlying challenges related to systems, people, and processes, either internal to Salesforce or with customer deployments.  Drive cross-functional efforts to rapidly resolve issues, escalating and asking for executive assistance where needed. 

  • Provide strategic leadership to the team in building proactive and predictive monitoring tools

  • Engage with customer executives (i.e Directors, VPs, CIOs) in deep technical conversations to provide overview of the platform and address underlying questions.

  • Partner with the sales, product and technology teams to pursue constant innovation of the signature success product and features.

  • Attract and retain the best talent.  Work closely with Recruiting to develop/maintain a global hiring roadmap that ensures there is adequate coverage (language, capacity and capability) in each region.

  • Clearly articulate and package automation needs related to efficiencies, proactive monitoring, and predictive monitoring and negotiate quick build-out of such tools/solutions with IT and R&D teams.

  • Build-out robust processes to ensure rapid Severity 1 escalations within Customer Success Group and across R&D organizations.

  • Build-out KPI reporting capability, communicate to Salesforce  executives on MCS status and other deliverables pertaining to the current health of the program

  • Coordinate with Product Management to evolve the MCS product and value prop

  • Assist with Sales Enablement teams to provide prospective customers MCS value proposition and ROI

​Minimum Qualifications:

  • BS in Computer Science or related field

  • 15+ years experience in Engineering/Infrastructure/Mission Critical Support leadership

  • 10+ years management experience

  • 5+ experience managing globally dispersed support teams

  • 3+ years at Vice-President level or higher

 

Preferred Qualifications:

  • MS in Computer Science or related field

  • 10+ years managing, coordinating, and overseeing resolution on executive-facing escalations

About Salesforce

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” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine 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.


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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