pulliThe Vice President of Technical Support is an executive leader of leaders responsible for setting the global vision and delivering world-class technical support experiences to Salesforce’s most mission-critical, high-value customers /liliThis role leads a team of Senior Directors and Directors who each run high-performing Support organizations — requiring someone who can set enterprise strategy, operate at global scale, and drive outcomes through empowered, accountable leaders /liliThis executive must be equally comfortable in the boardroom and the war room — able to synthesize complex operational data into compelling narratives for C-suite and board-level audiences, build trusted executive relationships, and drive cross-functional alignment across Engineering, Product, Sales, and Customer Success /liliThis position reports to the SVP, Customer Success and is a key member of the global Customer Success senior leadership team /liliYou will define and own the global strategy for Technical Support at scale — driving measurable improvements in customer health, team performance, and program maturity /liliYour organizations serve Salesforce’s most strategic customers, and your ability to set vision, translate data into insights, influence at the executive level, and develop the next generation of senior leaders will be the defining factor in your success /liliDefine and communicate a bold, data-driven global strategy for Technical Support that aligns to broader Customer Success and company priorities /liliOperate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizations /liliEstablish the operating model, performance standards, and culture for Technical Support at global scale /liliIdentify and capitalize on emerging risks, trends, and opportunities across the business; translate insights into investment decisions and enterprise-level plans /liliRepresent Technical Support as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councils /liliMaintain exceptional command of global operational metrics — CSAT, Time to Resolution (TTR), SLO attainment, escalation rates, case quality, and organizational health indicators /liliDrive a data-first culture across the leadership team, ensuring all decisions are grounded in evidence and communicated with precision at the board and C-suite level /liliBuild and evolve executive-level reporting and dashboards that surface business health and enable proactive, scalable intervention /liliUse data to identify systemic patterns across customer segments, product areas,

and geographies — driving upstream resolution in partnership with Engineering and Product /liliHold senior leaders accountable to measurable outcomes while enabling their growth and success /liliServe as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive action /liliBuild trusted, long-term relationships with C-level and board-level stakeholders at Salesforce’s most strategic global accounts /liliNavigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and Finance /liliChampion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiatives /liliDeliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framing /liliLead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturity /liliBuild a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformation /liliIdentify and deliberately develop next-generation senior and executive leaders within the global Technical Support organization /liliDrive employee engagement, retention, and succession planning across a geographically distributed organization /liliFoster psychological safety and model the behaviors required for candid, growth-oriented feedback at scale /liliPartner with Sales and Customer Success leadership to ensure Support program commitments are consistently delivered and commercially differentiated /liliOwn the global scaling, evolution, and innovation of the Technical Support program — including Signature, Premium, and emerging AI-augmented support models /liliPartner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board level /liliCollaborate with Enablement, Product, and Engineering to build and sustain programs that accelerate performance, close capability gaps,

and drive innovation in support delivery /li /ulh3Benefits /h3ulliMedical Care /liliLife Insurance /liliRetirement Savings /liliEmployee Assistance Programs /liliWith 9 standard holidays and four floating holidays, you get a total 13 paid days off each year /li /ulpDemonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board level10+ years in senior management positions, with 5+ years leading teams of Senior Directors or Directors (executive leader of leaders experience required)Proven track record building and scaling Premium, Signature, or Mission Critical support programs at global enterprise scale15+ years in technical supportDeep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferredProven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiencesTrack record of driving transformational operational improvement grounded in data (e.g., materially reducing TTR, elevating CSAT, optimizing global team performance)Exceptional ability to synthesize complex operational data into strategic insights, investment decisions, and executive-level communicationsExperience building or transforming support analytics capabilities at organizational scaleProven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnershipComfortable operating with high ambiguity and leading through complexity, change, and organizational transformationOutstanding executive communication skills — written, verbal, and presentation — with the credibility to lead board-level and C-suite conversationsTrack record of influencing and aligning cross-functional partners at the highest levels of Engineering, Product, Sales, and FinanceDegree or equivalent relevant experience required. Experience will be evaluated based on the Values Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Willingness to travel globally to support strategic customers and executive alignmentDemonstrated commitment to building diverse, inclusive, and high-performing global organizationsProven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountabilityDeep experience developing senior leaders — coaching Senior Directors and Directors to grow their strategic impact and executive readinessStrong track record of employee engagement, retention, and executive succession planning /p /p #J-18808-Ljbffr

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