.To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceWe're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.Senior DirectorTechnical Support EngineeringMexico CityJob Description SummarySalesforce, 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 innovative 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 equals tremendous opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for 'family') made up of our employees, customers, partners, and communities, we are working to improve the state of the world.Reporting to the Vice President of Product Success, this person will own delivery of support services for the AMER region (US, Canada, LATAM) across Core clouds. As a proven, strategic leader, the position leads a team of Directors, Senior Managers, Managers, and Support Engineers who are tasked with delivering technical support to our customers and partners. As the senior leader of Support for our Mexico City hub, this person has a high degree of visibility within the broader global support organization.Job ResponsibilitiesOwn and drive Technical Support outcomes, effectiveness, and important metrics within the AMER/LATAM region by Success Plan (Signature, Premier, Standard).Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale.Represent thought leadership in the global support organization.Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support options