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Job Category
Customer Success

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

• Manage the technical support teams to drive Customer Success
• Manage people managers to run daily operations
• Align with global stakeholders as a product lead
• Understand the industry support best practices and contribute across teams to continuously improve the support best practices.
• Ensure the team KPIs are met or exceeded across the Global Support KPIs.
• Exemplify a positive customer experience through effective communication in every interaction with the customer.
• Participate in developing, modifying and implementing company policies that affect Support operations and may also have company-wide impact.
• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution
• Builds substantial and lasting relationships with key stakeholders across functions to improve customer experience.
• Develop a structured change management process to implement the changes required considering scale and impact of the change. Drive the teams to effectively align with the changes in a timely manner.
• Inspire continuous improvement in support delivery according to business objectives.
• Create and champion a culture in alignment with Salesforce Core Values.
• Hire, develop and evaluate personnel to ensure an efficient business operation.
• Create an environment of stronger employee engagement through regular connects through 1:1s, all-hands, and office hours.
• Champions diversity and advocates for the value of Equality. Takes action to increase diversity in the workplace and acts as an ally to address issues that arise.
• Secure psychological safety everywhere

• Degree or Relevant Work Experience Preferred
• 5＋years of experience working in technical support operations
• 3+ years of successful people management experience
• Ability to attract, hire and retain high－performing support professionals
• Ability to motivate changes with the consent of stakeholders
• Ability to develop and deliver creative business solutions for complex problems
• Ability to effectively work with tight schedules and fast paced environment
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Written and verbal communication skills in both Japanese (fluent proficiency) and English (TOEIC 800+).

• Demonstrated good work ethic and sophisticated organizational skills
• Knowledge of development methodologies, development life-cycles, and use of development tools in a support capacity
• Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation.
• Detailed familiarity with the database, application and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).