The role:
- Operational Management
- Oversee the Salesforce support team, providing guidance, mentoring, and performance management.
- Ensure timely resolution of support tickets, including issues, incidents, and requests, while meeting SLAs.
- Monitor system performance and proactively address potential issues to ensure platform reliability.
- Manage system maintenance activities, including upgrades, patches, and scheduled downtime, while minimizing business impact.
- Team Leadership
- Lead and motivate the Salesforce support team to deliver exceptional service and achieve performance goals.
- Provide training and development opportunities to enhance team skills and Salesforce expertise.
- Act as the escalation point for critical issues, ensuring swift resolution and clear communication with stakeholders.
- Stakeholder Engagement
- Collaborate with business teams to understand their needs and ensure the Salesforce platform aligns with organizational goals.
- Act as the liaison between IT and business users, translating technical issues into business terms and vice versa.
- Communicate platform updates, system changes, and support metrics to stakeholders regularly.
- Strategic Oversight
- Develop and enforce Salesforce support policies, processes, and best practices to maintain system integrity.
- Stay updated on Salesforce features, releases, and trends to drive continuous improvement.
- Identify opportunities for system enhancements and work with development teams to implement them.
- Manage vendor relationships for Salesforce-related tools and services.
- Compliance and Governance
- Ensure Salesforce operations comply with organizational policies and regulatory requirements.
- Oversee data integrity and security protocols within the Salesforce platform.
- Maintain accurate system documentation and training materials.
What you’ll bring:
Technical Skills
- 3+ years of experience in Salesforce administration, support, or management.
- Salesforce Administrator certification required; advanced certifications (e.g., Salesforce Advanced Administrator or Sales Cloud Consultant) preferred.
- Proven leadership experience managing teams in a technical support environment.
- Strong problem-solving, communication, and project management skills.
Key Competencies
- Technical Expertise: In-depth knowledge of Salesforce platform capabilities, including Service Cloud, Sales Cloud, and other modules.
- Customer Focus: Commitment to delivering a seamless user experience and resolving issues promptly.
- Team Collaboration: Ability to work cross-functionally with diverse teams to achieve common goals.
- Adaptability: Capability to manage multiple priorities in a fast-paced, dynamic environment.
- Strategic Thinking: Vision to align Salesforce operations with long-term business objectives.
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Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
