Overview We’re seeking a detail-oriented self-starter who is committed to learning MuleSoft’s customer support & business processes while being responsible for overseeing the Support organization’s systems and tools.
This role will work closely with our support delivery, technical systems and product engineering teams and will be responsible for gathering business requirements, evaluating MuleSoft’s current Support tools stack, designing an overall strategy and roadmap, prioritizing an approach, and executing on that vision with effective consulting and project management skills.
This includes troubleshooting tools that are developed in-house or licensed. The role will lead all the related activities with respect to the tool stack and troubleshooting tools, including coordinating across various partners for gap analysis, strategy design, implementation, ongoing governance, evaluation, and support.
This will require a strong understanding of the universe of support tools, the negotiation and procurement process, analytics, data, and relationships with various levels of partners across the company.
This role joins the Support Strategy & Operations team reporting to the Sr. Director and is a critical position in supporting MuleSoft’s continuing growth.
Responsibilities : Own MuleSoft Support’s tool stack, roadmap, and systems and tools strategy by developing the framework, establishing key criteria, performing the research and analysis, and working closely with our support delivery, technical system and product engineering teams.
Drive implementation, ongoing effectiveness reviews, and governance for all Support systems and tools. Develop deep cross-functional relationships and synthesize the needs of the Support Delivery team.
Work with Product Engineering to identify and develop troubleshooting tools that are embedded into the product to assist users with self-service support.
Produce reporting and communications relating to key activities for use by executive management. Establish strong and trusted relationships with business stakeholders and technical partners.
May drive additional Support processes and operational projects. From gathering business requirements through to completion.
Required Skills / Experience : 8+ years of total experience with 3+ years recent experience managing systems and tools in an innovative, high-tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives.
5+ years proven experience in Support Delivery and / or Support Operations. Consultative approach, including ability to analyze and translate internal / external customer needs into technical requirements and process flows for consumption by the technical team.
Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders and shifting demands.
Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.
Advanced ability to manage stakeholder expectations by understanding stakeholder needs, determining alternatives to meet requirements and communicating appropriately.
Accountable team player with a constructive attitude, problem-solving and customer success mindset able to work effectively in a fast-paced environment with a geographically dispersed team.
Ability to recommend process improvement ideas and put them into action. A keen ability to support cross-functional projects and decisions.
Gets energized from working within a team and cross-functionally to achieve the company's goals. Thrives on working under pressure in a dynamic environment and stays flexible through organizational growth and change.
Excellent verbal and written communication as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences at all levels.
Focused on customer experience. Puts the internal customer "in the center of the room". Helps to create experiences that our internal customers love.
Technical background with an ability to understand various MuleSoft and Salesforce offerings and product features. Bachelor's degree in Business Administration and / or Information Technology or equivalent experience.
Six Sigma and / or Project Management certified. Salesforce Admin Certified or Salesforce platform and applications experience a plus.