Salesforce Support Services Manager

at  Roca Alliances SA

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.
This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years and serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.

POSITION OVERVIEW:

Responsibilities include the intake, management, triage, solution development, and communication (including executive communications) for all L2-related tickets arising from internal reporting and escalations. We are looking for an individual who is self-motivated, innovative, and able to quickly grasp complex concepts. Attention to detail and diligence are essential attributes for this role.

REQUIREMENTS:

• Bachelor’s degree in Business Management, Information Systems, or related field, or equivalent work experience.
• 8+ years of Salesforce CRM/CPQ, Conga, and MuleSoft experience / knowledge with techno-functional hands-on experience is preferred for this role.
• 3+ years of experience leading support organizations serving a remote, global user community and a proactive attitude and a commitment to continuous improvement.
• Flexible, adaptable, and resilient, with the ability to work effectively in a fast-paced and dynamic environment.
• Highly customer-oriented, with a passion for delivering exceptional service and value
• Demonstrated ability to set up scalable, effective support processes.
• Strong analytical, problem-solving, and decision-making skills, with the ability to resolve complex technical issues and handle ambiguity and uncertainty.
• Excellent interpersonal and leadership skills, with the ability to influence, motivate, and inspire others.
• Effective communication skills with the ability to articulate technical information to non-technical stakeholders. Excellent English communication skills are necessary.

• Lead and manage a team of Salesforce support professionals, providing guidance, mentorship, and performance management.
• Troubleshoot and resolve complex Salesforce issues, ensuring minimal disruption to business operations.
• Collaborate with cross-functional teams to identify and implement continuous improvement initiatives.
• Drive the adoption of best practices in Salesforce support and utilization across the organization.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution.
• Develop and maintain comprehensive documentation of support processes and procedures.
• Monitor and report on key performance indicators, ensuring the team meets and exceeds service level agreements.