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Salesforce.com, Inc Vice President, Global Critical Incident Center in Boston, Massachusetts

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Job Category

Customer Success Group

Job Details

Role Description

Salesforce's Customer Success Group helps businesses transform with Salesforce products. We work with customers and partners ranging from the world's largest enterprises to the most innovative start-ups to plan and execute game-changing digital transformations. Our customers rely on our ability to provide just in time expertise, provide world-class experts and innovative methodologies to understand and deliver on their business goals.

Who we’re looking for

We’re looking for a smart, talented leader with very strong interpersonal and cross-organizational collaborative skills to champion our corporate values and take on the role of the VP of Global Critical Incident Response Center in the CSG Support organization. Reporting to the EVP, Support, the VP, Critical Incident Center will lead a global team of Incident Commanders, Escalation Managers, and Executive Communications leaders to build a strong team culture, and drive customer success 7x24 across all of our clouds and acquisitions. The VP, Critical Incident Center is a highly customer-focused operational leader responsible for leading an existing world-class 7x24 incident response operation to ensure flawless execution and customer success in the rapid response to critical operational incidents in a cloud services delivery environment.

This leader should have extensive experience leading global 7x24 organizations, be a recognized incident and escalation executive in the technology industry, with deep experience in their domain. This leader should also possess very strong natural collaboration and communication skills, with the ability to partner and interface across all levels of an organization and be a strategic thinker to meet/exceed business objectives and goals. This leader will have Salesforce senior executive visibility as they execute their role.

Key Responsibilities

  • Define and develop the overall Global Critical Incident Center strategy, vision and plan, with a focus on driving customer success through consistent incident and escalation management globally

  • Establish a strong global collaborative team culture, and lead by example by embodying Salesforce values of Trust, Customer Success, Innovation, and Equality.

  • Manage a team of Directors for each region and provide strong leadership and mentoring.

  • Establish deep strategic and collaborative relationships across the Customer Success Group, Technology & Product Organization, and Executive Leadership to ensure our Critical Incident Response and Escalation Management programs address core business needs and challenges

  • Direct and improve the Salesforce Corporate Incident Response Program that encompasses the entire business mobilizing to respond to major incidents

  • Plan, direct, and coordinate the activities of our Critical Incident Response organization which includes the Unified Command and Critical Incidents Center Teams.

  • Hire great talent, build and grow our Critical Incident Response organization; provide training, counseling, and career growth/development opportunities for the team

  • Ensure a focus on continuous improvement by defining and actively managing appropriate operational metrics and trends in the business; including incident trends, headcount modeling, capacity, availability, and root cause categories with after-action reviews to drive improvements within the team and across the entire business

  • Ensure the global team and all partner teams are fully trained and ready to execute all functions to support the Corporate Incident Response process 7x24.

  • Actively drive the business strategy (e.g. V2MOM) for the organization - inclusive of architecting and updating the V2MOM, and managing progress against it. Drive a vision and strategy and execute upon integrating new company acquisitions into the program

  • Build a sustainable talent model where team members can develop and strengthen their skill set, with career growth opportunities; establish coaching and mentoring programs to build consistency and improvement as cornerstones for Critical Incident Management

  • Partner with Finance to build annual budgets, update quarterly expense outlooks, ongoing capacity planning, merit and promotion planning

  • Partner with Employee Services (ES) to manage organization-wide ES initiatives

  • Develop, execute, and manage departmental communications

  • Create balance across the team to ensure the team drives operational expertise, but also focus on strategy and innovation

  • Ability to drive a long term strategy on how the Critical Incident Center will scale as the company continues to grow, with a focus on collaboration across the company to drive prevention of incidents using data analysis and influence new solutions and ways of thinking across the company

  • Ability to roll up sleeves and play multiple roles as needed, and take true ownership and lead with calm and control in the most stressful environments

  • Partner with stakeholders across the company to display the value proposition, and develop new solutions along the way.

  • Take a customer-first approach within Critical Incident Management and act as the voice of the customer during an incident. This is what differentiates the Critical Incident Center at Salesforce!

Experience / Skills Required:

  • 15+ years of experience in High Tech Services/Support, Escalation Management, Incident Response, and/or Customer Success in a high growth software/hardware technology organization

  • Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams

  • Exceptional C-Level written and verbal communication skills, able to develop and tailor communications that are appropriate for the audience.

  • Ability to manage up and down across the company to ensure alignment and drive a single source of truth during critical incidents

  • Focused on quality of service, process development with continuous improvement and corrective action

  • Proactive problem-solver, ability to execute at both the strategic and tactical level, able to roll up his/her sleeves to get things done

  • Strong cloud and infrastructure technology experience, and experience operating in cloud delivery environments

  • Strong experience leading, developing, and coaching global 7x24 teams

  • Understanding of Salesforce product offerings strongly preferred

  • Highly organized, engender followership to help the regional senior leadership team make extraordinary things happen while driving alignment and attainment of goals

  • Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results

  • Complete focus on customer success with a consultative approach

  • High-horsepower, high-energy, visionary executive with a proven entrepreneurial track record of defining and delivering new initiatives

  • Excellent team player able to work with virtual and global cross-functional teams

  • Bachelor's degree, MBA preferred

Leadership Qualities:

TEAM: Embodies our team-focused culture. An empathic team player that everyone enjoys working with and has a generous heart.

PASSION: Passionate about Customer Success

BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great lister, and hands-on.

THOUGHT LEADER: Strong point of view and executive presence.

URGENCY: Ability to move fast and drive business value and results

TRUST: Trust the company's core values, and embodies our value of Trust

ADAPTABLE: Excels in high levels of uncertainty and change.

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 named one of the FORTUNE "100 Best Companies to Work For®" 2020 — 12 years in a row.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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