Not specified (assumed to be hybrid based on company norms)
15+ years in technical support or customer success
8+ years management experience leading teams
Fluency in spanish and english required
Salesforce is seeking a Senior Director of Cloud Success in Mexico City to lead a diverse team focused on customer satisfaction and success with Service Cloud products. The ideal candidate will have extensive experience in technical support and customer success, particularly in the LATAM market, and will be responsible for ensuring optimal customer experiences and driving adoption of Salesforce solutions
Job Summary
This role leads a diverse team of 15-20 professionals across Technical Support, Success Guides, and Architects to drive customer outcomes for Service Cloud in Latin America.
The successful candidate will define and deliver exceptional technical support and customer success services while managing key metrics like CSAT, productivity, and service level objectives.
As a member of the Global Service Cloud organization, you will partner with regional and global stakeholders to shape the customer experience and contribute to the global strategy.
Matching Summary
Match Score: 85
Salesforce is seeking a Senior Director of Cloud Success in Mexico City to lead a diverse team focused on customer satisfaction and success with Service Cloud products. The ideal candidate will have extensive experience in technical support and customer success, particularly in the LATAM market, and will be responsible for ensuring optimal customer experiences and driving adoption of Salesforce solutions.
Skills & Requirements
Must-have
15+ years in technical support or customer success
8+ years management experience leading teams
Fluency in Spanish and English required
Experience managing 15+ individual contributors
Deep understanding of Service Cloud platform
Nice-to-have
Portuguese language proficiency preferred
LATAM market experience and cultural nuance
Proven track record driving operational excellence
Strong analytical skills for data-driven decisions
Experience with AI and Agentforce technologies
Key Requirements
BA/BS Degree in technical or business field
Based in Mexico City with willingness to travel
15+ years total experience in customer-facing roles