Manager, Success Engineer

Salesforce
Mexico City
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Leadership","Communication","Organizational skills","Self-motivation","Proactive problem-solving"]

Lead a team of Success engineers to deliver technical support that drives customer satisfaction, service levels, resolution times, and project deadlines. Set and align team goals with Global Support objectives, ensure staff have the tools/processes to resolve issues effectively, and deliver training and performance reviews. Manage workflows, case reviews, FAQ and feedback analysis, and represent Support across cross-functional teams to continually improve the customer experience.

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FursaFursa
Salesforce
Salesforce
16 hours ago

Manager, Success Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a team of Success engineers to deliver technical support that drives customer satisfaction, service levels, resolution times, and project deadlines. Set and align team goals with Global Support objectives, ensure staff have the tools/processes to resolve issues effectively, and deliver training and performance reviews. Manage workflows, case reviews, FAQ and feedback analysis, and represent Support across cross-functional teams to continually improve the customer experience.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage a support team to achieve targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  • •Set team goals aligned to Global Support objectives and support direct reports in achieving individual goals.
  • •Ensure direct reports have the resources, information, and processes needed to deliver effective technical solutions.
  • •Deliver technical and soft-skills training, and conduct performance reviews with regular feedback.
  • •Manage workflows and schedules, oversee case reviews/FAQ and customer feedback analysis, and represent Support on cross-organizational teams.

Key Requirements

  • •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.
  • •Solid functional salesforce.com application knowledge and ability to understand, escalate, and resolve issues efficiently.
Experience:5+ yearsCustomer supportTechnical support
Skills:LeadershipCommunicationOrganizational skillsSelf-motivationProactive problem-solving
Languages:Portuguese
Tech Stack:Salesforce.comSupport toolsPhone systems

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor