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תיאור משרה

The Head of Support will provide strategic and business leadership in leading the global Tier 1 and Tier 2 team and ensuring they are consistently meeting or exceeding the support targets: SLAs, KPIs and other internal/external metrics.

The Head of support balances support strategy with support execution and leadership for people management, performance management and talent development, enabling excellence in customer support delivery, upholding a customer-centric focus and the mindset for surpassing departmental expectations. He or she oversees cost effectiveness, productivity and provision of customer support procedures to ensure continuous improvement in coordination with the overall Global Support strategy.

This role will report directly to Datorama COO.

Responsibilities:


  • Provide leadership and direction to Tier 1 and Tier 2 global teams; Lead, develop and motivate the global Tier 1 Support and Tier 2 Support Directors who will report to this role.
  • Take the lead on formulating a strategy for support teams and play an active part in its execution.
  • Ensure high quality delivery with compliance to SLA’s, KPI’s and other internal and external Support metrics and always seek improved approaches to increase customer satisfaction targets.
  • Setting effective communication channels between clients / CSG and the TMP Org. In regards to desired features, critical bugs and platform usage.
  • Lead the regional and global standardization of processes in Tier 1 and Tier 2 support teams.
  • Develop and execute continuous improvement targets to gain efficiency and improved quality.
  • Act as a contact point in case of major client escalations/ “Red Accounts”; Ensure smooth execution along the work with Salesforce Critical Incident Center.
  • Share ongoing reports to management and relevant stakeholders:

  • Send ongoing reporting & health measurements and KPIs for Datorama management on a weekly, monthly and quarterly basis .
  • Conduct financial analysis for the department, managing the budget, invoicing etc. to ensure optimal utilization and productivity of resources (people, processes and tools).
  • Launch Technical enablement programs and knowledge sharing for Datorama technical teams (Support + CSG).


דרישות תפקיד

Requirements:


  • 10+ year’s operations/client/people management experience in Technical Support Management or Service Delivery, handling highly complex issues.
  • Proven managerial and planning skills experience.
  • Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization.
  • Possess proven and successful experience driving positive change and influencing enhanced performance in a customer support department. Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
  • Experience leading multi-country, multicultural teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
  • An in-depth knowledge of corporate organization and policies is required (Salesforce experience is a strong advantage).
  • Proven ability to be a strong team player and influence others. Must be capable of dealing confidently and professionally at executive level internally and at customers.
  • Demonstrate leadership and sound business acumen, showing consistency among principles, values and behavior, thus building the trust of customers and business partners and following through on commitments.
  • Highly skilled in analysis, innovation and negotiation.
  • Excellent communication skills.
  • BA or a master degree in Business Administration, Project Management, Information Technology, Computer Science or any other related field.


workהגשת מועמדות

Salesforce

על החברה

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