Director, Technical Support Engineering-Slack-FY27-H1-2
Core
Lead the operational cadence and strategy for the Success Architect function, ensuring optimal capacity planning and resource alignment for high-impact Service Cloud customer engagements.
Role type
Director, Technical Support Engineering (Success Architect)
Builds
Architectural thought leadership and technical strategy guidance for Salesforce's most complex products and customer solutions.
Domain
CRM / Customer Success / Service Cloud
Deliverable
client delivery
Required skills
Strategic planning, capacity management, team leadership, stakeholder alignment, architectural governance, Salesforce platform expertise, change management, AI agent integration strategy
Preferred skills
Executive presentation, cross-functional negotiation, succession planning, data-driven resource advocacy
Technologies
Salesforce Cloud platforms, Service Cloud, Enterprise-grade systems
Responsibilities
Define and enforce delivery frameworks and architectural governance; recruit, hire, and mentor high-performing technical teams; manage intake and execution of Success Architect engagements; oversee team capacity across strategic workstreams; act as escalation point for high-severity customer issues; drive targeted skill development and succession planning.
Seniority
Director, strategic leadership & team management