Salesforce Operations Manager

2 days ago

Kozhikode, Kerala, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,00,000

Job Opportunity:

We are seeking an experienced Salesforce Operations Leader to oversee the delivery of world-class support experiences. This pivotal role will lead strategic direction, administration, and support operations, ensuring seamless delivery of technical support and continuous improvement of client Salesforce ecosystem.

Key Responsibilities:

  • Lead a team in driving strategic direction, administration, configuration, and maintenance of Salesforce instances.
  • Oversee management and continuous improvement of Salesforce Sales Cloud to ensure robust customer support processes and efficient issue resolution.
  • Develop and implement operational processes, guidelines, and best practices to streamline support operations and enhance user satisfaction.
  • Collaborate with cross-functional teams (Sales, Marketing, IT, Product) to align Salesforce functionalities with organizational objectives.
  • Manage and prioritize support requests, escalations, and system enhancements, maintaining clear communication and timely resolution.
  • Lead training and mentorship of Salesforce administrators and support analysts, fostering professional growth and technical proficiency.
  • Analyze Salesforce performance metrics, generating actionable insights and reports to drive decision-making and operational improvements.
  • Ensure compliance with data governance policies, security standards, and regulatory requirements.
  • Bring innovation to drive shift left of most recurring issues and lead the team to adhere to SLA's.
  • Help troubleshoot, triage daily issues and guide the team for any assistance in solving tickets.

Requirements:

  • Bachelor's degree in business, Information Technology, Computer Science, or related field.
  • Minimum 10 years of professional experience, including significant experience managing Salesforce operations and technical support teams.
  • Extensive hands-on experience with Salesforce Sales Cloud and other Salesforce products.
  • Salesforce certifications highly preferred.
  • Demonstrated ability to manage complex projects, prioritize workloads, and deliver results in fast-paced environments.
  • Exceptional problem-solving, analytical, and strategic-thinking skills.
  • Strong communication, interpersonal, and leadership skills, capable of motivating and leading diverse teams.

Desirable Experience:

  • Experience working in large, enterprise-scale Salesforce environments.
  • Knowledge of integration tools, APIs, and data migration processes.
  • Familiarity with Agile methodologies and ITIL practices

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