VP, Technical Support Engineering - Agentforce and Data 360 (Chicago)

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 SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.Role DescriptionThe 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.Your ImpactYou will define and own the global strategy for Technical Support at scale — driving measurable improvements in customer health, team performance, and program maturity. Your organizations serve Salesforce's most strategic customers, and your ability to set vision, translate data into insights, influence at the executive level, and develop the next generation of senior leaders will be the defining factor in your success.ResponsibilitiesStrategic Leadership & VisionDefine and communicate a bold, data-driven global strategy for Technical Support that aligns to broader Customer Success and company prioritiesOperate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizationsEstablish the operating model, performance standards, and culture for Technical Support at global scaleIdentify and capitalize on emerging risks, trends, and opportunities across the business; translate insights into investment decisions and enterprise-level plansRepresent Technical Support as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councilsData, Insights & Operational ExcellenceMaintain exceptional command of global operational metrics — CSAT, Time to Resolution (TTR), SLO attainment, escalation rates, case quality, and organizational health indicatorsDrive 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 levelBuild and evolve executive-level reporting and dashboards that surface business health and enable proactive, scalable interventionUse data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream resolution in partnership with Engineering and ProductHold senior leaders accountable to measurable outcomes while enabling their growth and successExecutive Engagement & Stakeholder ManagementServe as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive actionBuild trusted, long-term relationships with C-level and board-level stakeholders at Salesforce's most strategic global accountsNavigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and FinanceChampion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiativesDeliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framingExecutive People Leadership & CultureLead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturityBuild a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformationIdentify and deliberately develop next-generation senior and executive leaders within the global Technical Support organizationDrive employee engagement, retention, and succession planning across a geographically distributed organizationFoster psychological safety and model the behaviors required for candid, growth-oriented feedback at scaleProgram, Commercial & Cross-Functional PartnershipPartner with Sales and Customer Success leadership to ensure Support program commitments are consistently delivered and commercially differentiatedOwn the global scaling, evolution, and innovation of the Technical Support program — including Signature, Premium, and emerging AI-augmented support modelsPartner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board levelCollaborate with Enablement, Product, and Engineering to build and sustain programs that accelerate performance, close capability gaps, and drive innovation in support deliveryRequired Qualifications Experience15+ years in technical support10+ 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 scaleDemonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board levelDeep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferredData & Analytical AcumenExceptional ability to synthesize complex operational data into strategic insights, investment decisions, and executive-level communicationsTrack 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 audiencesExperience building or transforming support analytics capabilities at organizational scaleExecutive Presence & Stakeholder InfluenceOutstanding executive communication skills — written, verbal, and presentation — with the credibility to lead board-level and C-suite conversationsProven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnershipTrack record of influencing and aligning cross-functional partners at the highest levels of Engineering, Product, Sales, and FinanceComfortable operating with high ambiguity and leading through complexity, change, and organizational transformationLeadership & PeopleDeep experience developing senior leaders — coaching Senior Directors and Directors to grow their strategic impact and executive readinessDemonstrated commitment to building diverse, inclusive, and high-performing global organizationsStrong track record of employee engagement, retention, and executive succession planningProven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountabilityOtherDegree 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 alignmentUnleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, compete