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急速に拡大するビジネスを支える技術サポートマネジャー
年収：1000万 ～ 1600万
採用企業案件
株式会社セールスフォース・ジャパン
-
- 資本金100百万円
- 会社規模非公開
- SIer
- インターネットサービス
- ソフトウエア
| 部署・役職名 | 急速に拡大するビジネスを支える技術サポートマネジャー |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
Technical Support team never lose sight of the importance of having Fun and maintaining a work/life balance. The team nurture a ‘start－up culture’ that keeps us focused on speed, excellence, and unrivaled “Customer Wow”, which ultimately fuels our customers’ success. Together, with our whole Ohana （Hawaiian for ”family”） made up of our employees, customers, partners and communities, we are working to improve the state of the world. A Manager of Technical Support is responsible for ensuring the success of our customers effectively managing a team of Success Agents along with associated support projects and processes. This position will report to the VP of Japan Technical Support in Tokyo. The successful candidate will be independent, self－motivated, proactive, results－oriented, influential, and be able to define and provide a high level of customer satisfaction through the delivery of world－class technical support services. ・Manage a team of success agents located in Japan region ・Manage the daily operations of the team members, including schedules, case and phone routing and coverage, out of office coordination, health check delivery, etc. ・Manage support level and customer satisfaction metrics; ensure the support SLA's are being met and exceeded. ・Manage a team of highly skilled engineers to handle daily case volume and major customer escalations ・Identify opportunities to improve metrics and team efficiency ・Hire, develop and evaluate personnel to ensure an efficient business operation. ・Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand. ・Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers. ・Conduct regular 1:1 meetings and Formal Reviews with team members to monitor progress, to set expectations, and to coach and develop employee skills ・Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution ・Identify and implement changes to methods, processes, systems, and technologies to improve operational metrics. ・Inspire continuous improvement in support delivery according to business objectives. ・Bridge knowledge and process gaps with teams ・Minimize escalations via early warning processes ・Ensure team has access to development tools, methodologies, resources needed ・Collaborate closely with peer managers as part of a global team to ensure regional goals are met |
| 応募資格 |
【必須（MUST）】 〈Must〉・5＋ years experience working in critical support operations ・Written and verbal communication skills in both English and Japanese ・Enterprise customer support experience ・4＋ years in support management or support operations lead position, ideally managing technical support resources 【歓迎（WANT）】 ・Bachelor’s degree in Computer Science or relevant work experience・Knowledge of development methodologies, development life－cycles, and use of development tools in a support capacity ・Experience with support tools and phone systems ・Ability to understand and escalate issues efficiently and appropriately ・Demonstrated strong work ethic and advanced organizational skills ・Ability to develop and deliver creative business solutions for complex problems ・Ability to effectively work with tight schedules and fast paced environment ・Ability to attract, hire and retain high－performing support professionals |
| アピールポイント | 自社サービス・製品あり 外資系企業 上場企業 従業員数1000人以上 シェアトップクラス 2年連続売り上げ10％以上UP 教育・研修制度充実 |
| 受動喫煙対策 | 屋内禁煙 |
| 更新日 | 2024/04/04 |
| 求人番号 | 3428614 |
採用企業情報
- 株式会社セールスフォース・ジャパン
-
- 資本金100百万円
- 会社規模非公開
- SIer
- インターネットサービス
- ソフトウエア
-
会社概要
【設立】2000年4月
【代表者】代表取締役会長 兼 CEO 小出 伸一
【資本金】1億円
【本社所在地】東京都千代田区丸の内1-1-3
【事業内容】ソーシャルテクノロジーを企業で活用するためのクラウドアプリケーション 及び プラットフォームの提供
転職・求人情報の詳細をご覧になる場合は会員登録（無料）が必要です