Manager, Proactive Monitoring Engineering-2

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Job Category

Customer Success

Job Details

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Proactive Monitoring(ProM) is a strategic customer engagement service that supports 24x7 monitoring of critical customer processes and proactively avert / communicate about potential problems before they occur. The team consists of Salesforce experts who monitor the critical customer business processes, performance, platform limits and critical automations round the clock in a fast-paced, highly dynamic, client centric environment and work with the customer on issue mitigation. 

The Manager of Proactive Monitoring is a customer-focused leader and is responsible for leading Proactive Monitoring delivery team. Duties include defining the strategy for Delivery of customer success and developing a strong partnership across Worldwide support and Engineering teams, career development of individuals, and project management processes. 
Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to develop the team, run projects of organizational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of support services. As a member of the Global Support management team, the Manager of Proactive Monitoring is both technically competent and business oriented.

Location: Hyderabad 
Grade: 7
Work Hours:
We operate 24x7 which can involve working during one of the below shifts as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).
While we have 5 days a week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)
AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwardsWork hours are subject to change depending on Business needs.
 
Experience/Skills Required:

* 10+ years of overall experience in a technical support environment, handling highly complex issues.
* 3+ years of people management expertise providing service to large enterprise customers.
* Strong Experience in handling technical support or customer success professionals.
* Experience with support tools and phone systems.
* Excellent written and verbal communication skills.
* Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience, understanding customer concerns and working with internal product/program teams to address such concerns
* Continuously raises the bar on what defines customer service delivery and customer engagement.
* Excellent situational awareness in handling objections in dynamic customer environments.
* Leading cross-functional collaboration across global teams
* Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
* Drive stakeholder engagement across peers and senior management
* Ability to address and actively engage large audiences and hold their interest
* Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
* Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
* Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
* Strong Critical issue management experience with multiple stakeholders including customers and product teams
* Demonstrate strong work ethic and advanced organizational skills
* Ability to develop and deliver creative business solutions for complex problems
* Ability to attract, hire and retain high-performing support professionals
* Ability to work on challenging priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

* We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.
* Lead a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
* Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
* Ensure the delivery of high-quality technical and soft-skills training for direct reports
* Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
* Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
* Handle workflows and schedules for direct reports and ensure adequate workload coverage
* Deliver regular reports that provide qualitative and quantitative descriptions of business performance
* Handle key processes including FAQ analysis, case reviews, and customer feedback analysis
* Develop and maintain Support procedures and policies
* Advocate for customers and define ways to continually contribute to the customer experience
* Serve as a manager, mentor, knowledge resource, and escalation point for support engineers; Build credibility and trust within the support group
* Develop and facilitate the professional growth and development of team members
* Empower and install confidence in team members to enable them grow
* Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
* Work as Duty Manager on rotation or as per business needs handling customer concerns and priority issues
* Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

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