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Customer Success Group
Manager is responsible for ensuring the success of our customer engagement by effectively leading a team of QA engineers (Salesforce QA) along with actively involving a project execution & helping in process alignment & maintaining Salesforce standards.
Handling a group of leads, engineers & associates around 15+ members. This role involves direct customer engagements, career development of individuals & project management processes. Apart from day-to-day activities, the candidate is encouraged to be helping leadership in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world. The candidate is encouraged to be independent, self-motivated, proactive, results-oriented & ability to define and provide a high level of customer engagement through the delivery of world-class QA services.
Masters Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, QA experience, Coach, Mentor & work experience, etc.)
Overall work-experience of 10+ years, Strong people management expertise of at least 5+ years in QA management roles.
Strong experience in Salesforce.
Strong Experience in managing QA professionals.
Experience with QA best practices and procedures.
Excellent written and verbal communication skills.
Strong team player with a result-oriented attitude and a keen focus on enhancing customer experience.
Continuously raises the bar on what defines customer service delivery.
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 effectively 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 organisation including development, Consulting, CSM, BA, Program Management, and Product Management
Strong Escalation management experience with multiple stakeholders including customers and product teams
Demonstrate strong work ethic and advanced organisational skills
Ability to develop and deliver creative solutions for complex situations
Ability to attract, hire and retain high-performing professionals
Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights
Detailed Role & Responsibilities:
Manage a QA team to achieve customer objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, & project deadlines. · Set team goals in alignment with Global objectives. Assist direct reports in the definition and attainment of individual goals
Manage at least one customer engagement directly & simultaneous manage a group of individual contributors.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective QA 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 QA practice on entire CSG group to deliver on organisational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Develop and maintain QA procedures and policies
Advocate for QA practice and define ways to continually add value to the customer experience
Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the QA group
Foster 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 based on customer engagement.
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager & leadership
Post Graduation and / or Industry certifications like CSM, ISTQB, CSM, CASTP etc.
Functional or technical salesforce.com application knowledge
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Child care benefits
Short term disability
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of ...