SALESFORCECOM INC Senior Director, Global Critical Incident Response Center in Bellevue, Washington
JOB CATEGORY Customer Success Group JOB DETAILS SENIOR DIRECTOR, GLOBAL CRITICAL INCIDENT RESPONSE CENTER 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 Senior Director of Global Critical Incident Response Center in the CSG Global Customer Success Organization. Reporting to the VP, Global Escalation Management, the Senior Director of Critical Incident Response 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 Senior Director Global Critical Incident Response 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, focusing on driving customer success through consistent incident and escalation management globally * Establish a strong global collaborative team culture, lead by example by embodying Salesforce values of Trust, Transparency, Equality, Collaboration, Philanthropy, and Ohana * Trust the company's core values, and Embodies our Value of Trust ADAPTABLE * Excels in high levels of uncertainty and change. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.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.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. Employer's Job# JR21115-Bellevue Please visit job URL for more information about this opening and to view EOE statement.