Salesforce.com, Inc Regional Director - Critical Incident Center | APAC in Sydney, Australia

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Job Details

The Regional Director, Critical Incident Center (CIC) - APAC is responsible for leading, building and managing the APAC CIC team that owns and drives all customer centric actions for major customer impacting, performance, feature or platform availability incidents.

Our incident execution is industry leading and many of our process have been adopted from a public sector methodology commonly used by Fire departments, Police departments and FEMA.

The Regional Director role provides hands-on guidance to the team while they orchestrate the company wide response during major incidents and ensures that our playbooks are executed flawlessly. As a member of the Customer Success Group and Global leadership team, the Regional Director should have strong technical knowledge of SaaS systems and deep experience leading internal/external rapid response to complex incidents. A strong track record of continuously improving efficient and repeatable support processes, within a Cloud environment, is preferred. As this role is business critical, some work outside of office hours may be required.

Key Responsibilities:

  • Lead, manage and build the existing Regional Critical Incident Center team in APAC

  • Ensure flawless execution of the Multi-Customer incident management playbooks, with transparent communication that drives very high levels of internal/external customer satisfaction

  • Ensure the most critical Single Customer incidents are identified and escalated appropriately to our Senior Executives throughout Salesforce, as part of our global Duty Manager processes

  • Act as coach and mentor for the team to ensure our senior executive communications are crisp and clear

  • Serve as a regional escalation point of contact for the most highly visible customer incidents

  • Ensure the regional team is fully trained and ready to execute all functions of our playbooks through continuous training and drills, as part of the Corporate Wide Incident Response processes

  • Closely partner with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to continually drive iterative improvements to our playbooks, tools and processes.

Minimum Requirements:

  • BS or MS in Computer Science or related technical area

  • 12+ years’ experience in Service or Operational leadership roles, supporting highly complex systems and customers, in a mission critical environment

  • Highly Collaborative leader with a Team First attitude

  • Outstanding Communication skills at the C-Level: Both Written and Verbal Communications

  • Proven Ability to lead within a global, remote 7x24 organisation

  • Deep experience leading and responding to complex critical incidents

  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment

  • Strong process orientation with experience developing efficient and repeatable escalation and incident management processes

  • Accomplished cross-functional Incident Management Leadership experience.

Specific Skills

  • Executes with a high level of operational urgency, and proven ability to impart that to your team

  • Ability to maintain calm, and lead teams in the response to a critical situation

  • Executive level communication and collaboration skills

  • Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure.

If you have any questions about the role please email Chris Wood using c.wood@salesforce.com otherwise applications must be made directly to our careers pages using the links provided.

About Us:

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 provides incredible opportunities to grow a career at Salesforce. Together with our Ohana made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!