Senior Salesforce Technical Support Manager

4 days ago

Salem, Tamil Nadu, India beBeeExpert Full time ₹ 1,20,00,000 - ₹ 2,25,00,000
Job Summary:

We are seeking an experienced Salesforce expert to lead our operations, leveraging extensive expertise in customer support.

Key Responsibilities:

  • Oversight of Salesforce strategy, administration, configuration, and maintenance to ensure seamless delivery of technical support and continuous improvement of client Salesforce ecosystem.
  • Leading the Salesforce Operations team, driving strategic direction, administration, configuration, and maintenance of Salesforce instances.
  • Management and continuous improvement of Salesforce Sales Cloud to ensure robust customer support processes and efficient issue resolution.
  • Developing operational processes, guidelines, and best practices to streamline support operations and enhance user satisfaction.
  • Collaboration with cross-functional teams (Sales, Marketing, IT, Product) to align Salesforce functionalities with organizational objectives.
  • Management and prioritization of support requests, escalations, and system enhancements, maintaining clear communication and timely resolution.
  • Training and mentorship of Salesforce administrators and support analysts to foster professional growth and technical proficiency.
  • Analyzing Salesforce performance metrics to generate actionable insights and reports for decision-making and operational improvements.
  • Ensuring compliance with data governance policies, security standards, and regulatory requirements.
  • Bringing innovation to drive shift left of recurring issues and guiding the team to adhere to SLAs.
Required Skills and Qualifications:

Bachelor's degree in business, information technology, computer science, or a related field is preferred.

Minimum 10 years of professional experience, including significant experience managing Salesforce operations and technical support teams.

Hands-on experience with Salesforce Sales Cloud and other Salesforce products is essential.

Salesforce certifications are highly desirable.

Strong analytical, problem-solving, and strategic-thinking skills are necessary for this role.

Excellent communication, interpersonal, and leadership skills are required to motivate and lead diverse teams.

Proven experience in driving customer satisfaction and optimizing support processes is essential.

Benefits:

This role offers a unique opportunity to work with a dynamic team, leveraging cutting-edge technology to deliver exceptional customer experiences.

The ideal candidate will be passionate about delivering high-quality support, driving process improvements, and contributing to a culture of excellence.

Join us in shaping the future of customer support and take your career to the next level.

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