Support Incident Manager
Salesforce.com, Inc
Buenos Aires, AR
hace 3 días
source : DirectEmployers Association

Job Category Customer Success Group Job Details The Support Incident Managers are part of the Customer Escalation Management (CEM) team within MuleSoft's Global Support organization.

The Support Incident Manager's main task is to facilitate a flawless Follow-The-Sun (FTS) support operation by coordinating seamless handoffs of critical cases between regions, appropriate responsiveness on all active cases, monitoring and follow-up on cases escalated outside of the Global Support organization.

This position offers the opportunity to improve MuleSoft's customer experience by ensuring that high impact and high visibility issues are handled at priority by the Global Technical Support organization.

The Incident Managers continually monitor unresolved critical and escalated cases, working very closely with Regional Support Leadership to drive ownership and accountability for the Support cases currently active in their region.

What You'll do : + Complete product, business and messaging training.+ Get familiar with MuleSoft Service, Customers, and Cross-Functional stakeholders related to case / issue management.

  • Influence positive customer outcomes by : + Creating cohesion across a multi-region global support organization;+ Proactively engaging with the Customer Success organization about customers with scheduled Go-Live activities that may be at risk of slipping;
  • Guiding tickets to resolution via collaboration among the Technical Support, Engineering and Product teams;+ Maintaining an open communication channel between MuleSoft and the customer on issues that may be pending action.
  • Ensure important cases and issues faced by the support team are effectively summarized and communicated with upper management and other departments.
  • Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
  • Make sure existing escalations are being monitored and actioned by responsible internal parties to meet SLA / SLOs.+ Join customer conference calls to facilitate the discussions and provide escalation management during issue where more input is needed.
  • Follow up on any RCA (root cause analysis) required.+ Ability to drive change through process improvement across internal organizations.
  • Accessibility - If you require accessibility assistance applying for open positions please contact the Salesforce.com Recruiting Department at mailto : applicant access salesforce.

    com . Posting Statement 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.

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    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.Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way.

    We harness technologies that can revolutionize companies, careers, and, hopefully, our world.Salesforce is built on a set of four core values : Trust, Customer Success, Innovation, and Equality.

    By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the "Most Admired Companies in the World" and one of the "100 Best Companies to Work For" eleven years in a row, and named "Innovator of the Decade" and one of the "World's Most Innovative Companies" eight years in a row by Forbes.

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