AppExchange Operations Manager

Job description

Job Category

Alliances & Channels

Job Details

AppExchange Operations Manager

Position: AppExchange Operations Manager

The AppExchange team at Salesforce is looking for a leader for its operations teams. In this position, you will be leading teams focussed on ISV Partner Success.

These teams work in two primary areas:

·  Promote partner and customer success by providing expertise on troubleshooting, feature explanation, and best practice guidance & collaboration to partners, internal stakeholders, and Partner Program teams that enable partners to build and run successful businesses in the Salesforce ecosystem.
·  Helping Independent Software Vendors (ISVs) prepare their apps for success in the AppExchange Security Review process. This team possesses a technical understanding of common security issues for web applications, mobile applications, force.com code and other common platforms. As a manager of these teams you will be responsible for the success of your teams and the processes they support. The role requires frequent collaboration with several groups within the company and often with the ISV partners.

Responsibilities:

·  Participate in strategic planning and execution of goals and initiatives for this group
·  Represent AppExchange team in the larger support organization at Salesforce and be an advocate for partner success
·  Be aware of critical issues impacting partners or their customers and participate in the issue resolution process
·  Handle escalations raised for partner support
·  Review and contribute towards support policies to ensure ISV partners interests are covered
·  Analyze reports and incident data to identify trends, areas of improvements
·  Share best practices with and provide cross training for peers, team members and outside business units to enhance the quality and efficiency of support and contribute to the knowledge base

Requirements:

·  Bachelors degree
·  5+ years of technical support experience
·  2+ years of managing a team
·  Salesforce.com platform experience as an admin or developer
·  Excellent interpersonal, problem solving and time management skills and the ability to maintain a professional attitude even under stressful situations
·  Demonstrated participation in process improvement initiatives and/or project management experience
·  Ability to understand broader business and financial issues and juggle multiple projects and tasks
·  Demonstrated passion for excellence with respect to treating and caring for clients; maintains a level head and is able to handle stressful situations, complaints and unpleasant clients in a professional manner
·  Understanding of complex offerings and integration scenarios for ISV offerings on the platform
·  Ability to communicate clearly and professionally, both verbally and in writing

Posting Statement

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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
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.

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.