Senior Director, Cloud Success (Xico)

ResponsibilitiesLead the technical support team to drive Customer Success through rapid issue resolution and proactive guidanceManage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainmentAct as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functionsEnsure the team KPIs are met or exceeded across Global Support standardsExemplify a positive customer experience through effective communication in every interaction with the customerReceive and manage customer complaints and elevate them to appropriate personnel/team ensuring successful and timely resolutionAlign with global stakeholders as a Service Cloud product leadWork with Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experienceRepresent the voice of the customer to stakeholders across the organizat...