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Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, with Elasticians around the globe. Learn more at .
We are seeking an innovative, thoughtful, and accomplished Salesforce Support Manager to use Salesforce and other SaaS tools to deliver a world class support experience to our team members. This hands-on individual will lead a support team, define support processes and set the direction for CRM support at Elastic that matches our maturity, scale, and culture. Collaborating with the Director of CRM, the candidate will help build and lead the distributed team of Salesforce support admins focused on Elastic's internal CRM support operations. In addition, you will provide key inputs to system enhancements, projects and provide an ongoing feedback loop to the broader CRM engineering team. We promote the configuration first mentality on SaaS products and this leader must be watchful for the unintended consequence of adding operational complexity by over-customizing our systems. Further, you will be working across the business, at various levels to help deliver the best SaaS support and delivery experiences to our internal customers using our tools.
Responsibilities:- Lead L1 CRM Support operations, make recommendations to improve the support process and ensure we are getting the most from our existing technology investments
- Supervise case queues, manage case assignment based on specialization, determine priority and path to resolution for issues
- Define support level agreements (SLA's), metrics, maintain support playbooks and set operational expectations across the team
- Strategically build out global support models including definition of L1, L2 and L3 support flows and month end/quarter coverage plans
- Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences
- Analyze and interpret key trends in support data which entails:
- Work to identify root causes of support cases and fixes upstream (i.e. field training related and can be improved via sales enablement/training)
- Surface recurring support issues to be addressed via longer term fixes by CRM Eng team
- Work with CRM scrum team leaders to ensure new product capabilities going to the field are documented and understood by L1 support teams
- Serve as a point of escalation for CRM support, production issues and hold vendors and your team to agreed upon service level agreements
- Manage vendor onboarding processes as it relates to new CRM technologies which include technical assessments, reviews, and budgeting
- Partner closely with CRM leadership to drive consistent, predictable and stable enhancements to production for our end users
- Participate in the CRM wide governance framework, ensuring quality data capture, documentation and reporting
- Manage and expand a team of high performing SaaS system administrators with a strong focus on business value and customer centricity. Lead the professional development of your team through proper mentoring, leadership and career development planning
- Build and maintain relationships with key business customers and partner IT teams. Having credible relationships across many of these cross functional teams will be key to this role.
- Responsible for CRM telemetry, monitoring and alerting capabilities with an eye for bad actor patterns and proactive methods to react to potential threats or technology issues within CRM
- 4+ years established management experience in Salesforce support operations, delivery and/or team management within a larger salesforce project team
- Prior experience in support operations or leading technical teams in a support capacity
- Prior experience with Saas products such as Salesforce, Salesforce CPQ, Lightning, FinancialForce, Mulesoft, Docusign and other 3rd party CRM applications
- Outstanding discernment with an understanding of business drivers and of how to drive value to our CRM end users
- Results-oriented to drive multiple projects and initiatives to successful completion
- Proven track record using data and metrics to drive objective based decisions
- Communication with empathy - ability to communicate effectively and work with staff at all levels and across departments
- Experienced in managing and building technology teams in CRM, Agile and people development with a focus on problem solving, decision making and objective based judgments
- Salesforce certification(s)
- Understanding of running and working within Agile teams
- Vendor management experience
- Any relevant IT security experience
- Enterprise (>10,000 employees) relevant work experience
- Being awesome
Compensation for this role is in the form of base salary. This role does not have a variable compensation component.
The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.
These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.
An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.
Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
As a distributed company, diversity drives our identity. Whether you're looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn't matter if you're just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Double your charitable giving - We match up to $1500 (or local currency equivalent)
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
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Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. 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 or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.