Description

Lead Salesforce operations, administration, and technical support to ensure a seamless ecosystem for all users.

This role is on-site.

Responsibilities

• Lead the Salesforce operations team, overseeing strategic direction, administration, configuration, and maintenance of instances.
• Manage and improve Salesforce Sales Cloud processes to ensure efficient issue resolution and support delivery.
• Troubleshoot, triage daily issues, and provide technical guidance to the team to resolve tickets and meet SLAs.
• Drive "shift left" initiatives by identifying and automating solutions for recurring issues.
• Mentor Salesforce administrators and support analysts to improve technical proficiency and professional growth.

Required Skills

• 10+ years of professional experience, including managing Salesforce operations and technical support teams.
• Extensive hands-on experience with Salesforce Sales Cloud and Experience Cloud.
• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Proven ability to manage complex projects and prioritize high-volume support requests and escalations.
• Strong analytical and problem-solving skills for technical troubleshooting and system enhancements.
• Experience driving operational excellence and optimizing customer support processes.
• Collaborate with Sales, Marketing, IT, and Product teams to align platform functionality with business objectives.
• Monitor performance metrics and ensure compliance with data governance and security standards.

Preferred Skills

• Salesforce Administrator, Advanced Administrator, or Sales Cloud Consultant certifications.
• Experience in large, enterprise-scale Salesforce environments.
• Knowledge of integration tools, APIs, data migration, Agile methodologies, and ITIL practices.

Key Skills

Education

Bachelor’s degree in business, Information Technology, Computer Science