Salesforce Delivery Manager

1 week ago

Pune, Maharashtra, India Zensar Technologies Full time ₹ 7,50,000 - ₹ 15,00,000 per year

Position : Salesforce Service Delivery Manager

Experience : 10+Yrs

Support Lead to manage client support operations across integrated platforms including
Salesforce
,
Data Cloud
,
Marketing Cloud
,
Loyalty Cloud
and
MuleSoft APIs
. This role involves handling incidents via
ServiceNow
, executing data load activities, performing root cause analysis, and delivering regular reporting updates to clients.

Key Responsibilities
:

  • Act as the primary point of contact for client support and issue resolution.
  • Manage and triage incoming tickets through
    ServiceNow
    , ensuring timely and accurate responses.
  • Oversee and perform
    Data load activities
    into Salesforce and related systems.
  • Conduct
    root cause analysis
    for recurring or high-impact issues and drive permanent fixes.
  • Ensure smooth operation and integration across platforms including Salesforce, Data Cloud, Marketing Cloud, and MuleSoft APIs.
  • Provide support for
    Salesforce Loyalty Cloud
    , including troubleshooting program configurations, member data, and engagement workflows.
  • Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
  • Maintain detailed documentation of incidents, resolutions, and system configurations.
  • Identify opportunities for automation and process improvements within support workflows.
  • Monitor system health and proactively address potential issues.
  • Provide regular updates and reports to stakeholders on ticket status, system performance, and support metrics.

Skills
:

  • Strong understanding of Salesforce CRM, Data Cloud, and Marketing Cloud functionalities.
  • Experience with MuleSoft APIs and integration workflows.
  • Proficiency in ServiceNow for incident and change management.
  • Hands-on experience with data load processes (e.g., using Data Loader).
  • Ability to analyze logs, trace errors, and perform root cause analysis.
  • Strong knowledge on REST APIs, Bulk API JSON, and SQL.
  • Experience in preparing client-facing reports using tools like Excel or Salesforce Reports.
  • Excellent communication, documentation, and client-handling skills.

Experience
:

  • 7+ years
    of overall experience in technical support or system operations.
  • Minimum
    5 years
    of hands-on experience with
    Salesforce Core
  • Proven track record of handling
    data load activities
    , performing
    root cause analysis
    , and supporting enterprise-level integrations.
  • Experience in managing support tickets via
    ServiceNow
    or similar ITSM platforms.

Knowledge of Data Cloud, Marketing cloud , Loyalty cloud with
MuleSoft integrations
and APIs experience.

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