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Salesforce.com, Inc VP, Digital Support in Hillsboro, Oregon

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.

The VP of Digital Support is responsible for building and delivering the online, self-service experience for our customers. Our online channels for support represent the largest engagement footprint across any Salesforce properties and channels for existing customers. Our website, community, self-service tools, and online resources are deeply valued by our users and represent a critical surface in ensuring our customers’ success. This role is an opportunity to build on this foundation and continue to drive a world-class customer experience.

The ideal candidate is a seasoned executive with a proven track record of building and delivering digital self-service in a cloud software company. They are deeply experienced in building customer-centric product experiences and driving transformational change. The successful candidate will have the ability to be highly strategic while also leading and expanding a focused self-service delivery organization. The individual will have a high sense of urgency, a strong executive presence, and an outstanding history of partnering with Engineering and Infrastructure teams to deliver an industry-defining digital experience.

Primary Responsibilities:

  • Leads from the front to deliver a world-class digital support experience across a rapidly growing portfolio of properties, creating customer advocacy with every engagement

  • Defines the online product experience by engaging deeply with our customers and leveraging the best of both Salesforce and industry technology and best practices

  • Is a thought leader, stays abreast of trends in the Support industry, and prepares the organization to scale in the face of multi-billion dollar company growth

  • Defines and drives key operational KPIs and incentives, and sets up a team to deliver

  • Hires, develops, and retains the best talent in the industry. Is deeply vested in the success of every member of the organization, providing opportunities for development while ensuring accountability to each other as well as to our customers.

  • Builds highly effective, collaborative relationships with peers on the Support leadership team as well as other CSG teams including Success, Services, and Renewals.

  • Builds strong relationships and alignment with key executives and leaders across the company, and particularly in Product, Engineering, and IT

  • Has a Beginners Mind, always looking for new ways to make things better

  • Embodies the values of Trust, Customer Success, Innovation, and Equality

Preferred Qualifications:

  • 15+ years of experience in Technical Support, Product Management, Engineering, or a combination of functions

  • 12+ years in functional leadership, with at least 5 years managing Directors or higher

  • 10+ years of building and delivering online experiences

  • 10+ years interacting with internal and customer executives

  • 5+ years of experience in enterprise cloud software or similar companies

  • 5+ years of Salesforce experience, as a user, admin, or developer

  • Proven expertise in technology transformation and automation

  • Proven experience with customer-centric design and driving product development

  • Experience supporting a wide range of customers and partners, ranging from SMB to the largest enterprises in the world

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 Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. 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.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.

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.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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