. This role will be responsible for overseeing Salesforce strategy, administration, and support operations--ensuring seamless delivery of technical support and continuous enhancement of the organization's Salesforce ecosystem. The ideal candidate will drive operational excellence, optimize business processes, and deliver world-class support experiences to internal stakeholders and end-users.
Role and Responsibilities:
Lead the
Salesforce Operations team
, providing strategic direction, administration, configuration, and maintenance of Salesforce instances.
Oversee and enhance
Salesforce Sales Cloud
performance, ensuring efficient customer support processes and timely issue resolution.
Develop and implement
operational processes, best practices, and guidelines
to improve support efficiency and user satisfaction.
Collaborate cross-functionally with
Sales, Marketing, IT, and Product teams
to align Salesforce functionalities with business objectives.
Manage and prioritize
support requests, escalations, and system enhancements
, ensuring timely communication and resolution.
Train and mentor
Salesforce administrators and support analysts to build technical expertise and professional growth.
Continuously analyze
Salesforce performance metrics
and generate insights to drive data-driven decision-making and operational improvements.
Ensure
compliance with data governance
, security policies, and regulatory requirements.
Drive innovation to
reduce recurring issues (shift-left approach)
and ensure adherence to
SLA commitments
.
Support troubleshooting and triaging of daily issues, providing technical guidance and leadership to the support team.
Qualifications and Skills:
Bachelor's degree in
Business, Information Technology, Computer Science
, or a related field.
Minimum
10 years of professional experience
, including significant experience managing Salesforce operations and support teams.
Hands-on expertise with
Salesforce Sales Cloud
and other Salesforce products (e.g., Experience Cloud).