Senior Director, Cloud Success

* Lead the technical support team to drive Customer Success through rapid issue resolution and proactive guidance* Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainment* Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions* Ensure the team KPIs are met or exceeded across Global Support standards* Exemplify a positive customer experience through effective communication in every interaction with the customer* Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution* Align with global stakeholders as a Service Cloud product lead* Work with Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience* Represent the voice of the customer to stakeholders across the organizatio...