VP, Technical Support Engineering - Agentforce and Data 360

Salesforce•Indianapolis, IN

2d•Hybrid

About The Position

The Vice President of Technical Support is an executive leader of leaders responsible for setting the global vision and delivering world-class technical support experiences to Salesforce's most mission-critical, high-value customers. This role leads a team of Senior Directors and Directors who each run high-performing Support organizations — requiring someone who can set enterprise strategy, operate at global scale, and drive outcomes through empowered, accountable leaders. This executive must be equally comfortable in the boardroom and the war room — able to synthesize complex operational data into compelling narratives for C-suite and board-level audiences, build trusted executive relationships, and drive cross-functional alignment across Engineering, Product, Sales, and Customer Success. This position reports to the SVP, Customer Success and is a key member of the global Customer Success senior leadership team.

Requirements

15+ years in technical support
10+ years in senior management positions, with 5+ years leading teams of Senior Directors or Directors (executive leader of leaders experience required)
Proven track record building and scaling Premium, Signature, or Mission Critical support programs at global enterprise scale
Demonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board level
Deep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferred
Exceptional ability to synthesize complex operational data into strategic insights, investment decisions, and executive-level communications
Track record of driving transformational operational improvement grounded in data (e.g., materially reducing TTR, elevating CSAT, optimizing global team performance)
Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiences
Experience building or transforming support analytics capabilities at organizational scale
Outstanding executive communication skills — written, verbal, and presentation — with the credibility to lead board-level and C-suite conversations
Proven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnership
Track record of influencing and aligning cross-functional partners at the highest levels of Engineering, Product, Sales, and Finance
Comfortable operating with high ambiguity and leading through complexity, change, and organizational transformation
Deep experience developing senior leaders — coaching Senior Directors and Directors to grow their strategic impact and executive readiness
Demonstrated commitment to building diverse, inclusive, and high-performing global organizations
Strong track record of employee engagement, retention, and executive succession planning
Proven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountability
Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Willingness to travel globally to support strategic customers and executive alignment

Responsibilities

Define and communicate a bold, data-driven global strategy for Technical Support that aligns to broader Customer Success and company priorities
Operate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizations
Establish the operating model, performance standards, and culture for Technical Support at global scale
Identify and capitalize on emerging risks, trends, and opportunities across the business; translate insights into investment decisions and enterprise-level plans
Represent Technical Support as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councils
Maintain exceptional command of global operational metrics — CSAT, Time to Resolution (TTR), SLO attainment, escalation rates, case quality, and organizational health indicators
Drive a data-first culture across the leadership team, ensuring all decisions are grounded in evidence and communicated with precision at the board and C-suite level
Build and evolve executive-level reporting and dashboards that surface business health and enable proactive, scalable intervention
Use data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream resolution in partnership with Engineering and Product
Hold senior leaders accountable to measurable outcomes while enabling their growth and success
Serve as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive action
Build trusted, long-term relationships with C-level and board-level stakeholders at Salesforce's most strategic global accounts
Navigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and Finance
Champion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiatives
Deliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framing
Lead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturity
Build a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformation
Identify and deliberately develop next-generation senior and executive leaders within the global Technical Support organization
Drive employee engagement, retention, and succession planning across a geographically distributed organization
Foster psychological safety and model the behaviors required for candid, growth-oriented feedback at scale
Partner with Sales and Customer Success leadership to ensure Support program commitments are consistently delivered and commercially differentiated
Own the global scaling, evolution, and innovation of the Technical Support program — including Signature, Premium, and emerging AI-augmented support models
Partner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board level
Collaborate with Enablement, Product, and Engineering to build and sustain programs that accelerate performance, close capability gaps, and drive innovation in support delivery