Salesforce.com, Inc Manager, Technical Support in Austin, Texas
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Customer Success Group
What you’ll be doing...
The Manager, Technical Support is responsible to ensure support is provided in a timely, customer- oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every Tableau customer support contact is positive. Manage service level agreements and customer satisfaction levels. Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Provide leadership and motivation by establishing clear expectations and coaching employees to achieve Tableau’s support goals. Plan and manage the team’s schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each team member. Conduct timely and thorough performance reviews.
Some of the things you’ll be doing include...
Aligns team activities to achieve exceptional customer service
Enables team to resolve escalated customer concerns quickly and thoroughly
Recognizes others for exceptional customer service and replicates best practices
Aligns the right person with the right role, considering skills, knowledge and aptitudes
Provides on-the-job experiences to grow future leaders
Provides timely feedback and coaching and is a role model for soliciting feedback/coaching
Drive for Results:
Pushes direct reports to achieve and exceed goals
Helps the team connect their performance with company results
Creates a “no excuses” team environment
Holds others accountable through feedback and coaching for achieving agreed upon goals
Takes formal disciplinary action when warranted to improve lagging performance among direct reports
Encourages straight talk among team members to attack problems, not people
Fosters effective collaboration among the team in face-to-face and virtual settings
Diffuses conflict and helps others find common ground
Creates opportunities for sharing information among team members and across teams
Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.
Who you are...
Leader. 2+ years of supervisory/people management experience in a software Technical Support department.
Experienced. 2+ years of experience in a software product/technical support department or 5 years of related, direct customer contact experience. Prefers a background in Business Intelligence or Account Management.
Educated. Bachelors Degree required, preferably in Computer Science or Business with deep, relevant work experience.
A True Team Player. Team player who demonstrates positive, constructive interpersonal skills.
Communicator. Excellent written and verbal communication skills; and problem solving skills.
Organized . You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.
Service Minded. You deliver customer support like you expect to receive it; with excellence.
Technically Savvy. You don’t shy away from opportunities to get into technology and utilizing your experience supporting complex enterprise level software.
Passion and Conviction. You have the ability to inspire passion in others.
You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world.
Tableau Software is an Equal Opportunity Employer.
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