VP, Technical Support Engineering - Agentforce and Data

Role Description

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.

You 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.

• 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…