• Depending on geographic location and people leadership experience, the role may serve as a regional leader for Elite Support. • Work cross functionally with key stakeholders to define support Cloud processes and ensure adherence to cloud service level agreements. • Regularly meet with customers to build relationships and manage escalations that arise. • Apply both institutional knowledge and industry best practices to help define the future strategy for how we will globally support our SaaS products. • Define and share key performance metrics per SaaS product and get alignment across product support teams. • Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels. • Provides direction for Technical Account Managers and facilitates programs that help seamlessly transition newly live cloud clients to a smooth live Production operations • Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives tied to improving our cloud readiness posture. • Coordinate global best practice cloud focus in the areas of case management, escalation management and customer service with Principal Analysts and senior level team members to increase customer satisfaction and employee engagement. • Actively monitors cloud servicing quality levels, communicates opportunities for improvement, and collaborates with support leaders to improve service levels. • Acts as a key stakeholder to pursue Salesforce enhancements that educate support team members on cloud, contribute to better customer satisfaction and more timely case resolution for cloud support. • Collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support with resourcefulness and innovation. • Perform other duties as assigned to support departmental and company objectives.