Salesforce Support Manager
- Einfochips
- 10 - 15 years
- Bengaluru
- 3 months ago
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Job Description
Position: Salesforce Support Manager Job Description:
What you ll be doing:
- Proactively seek out and identify needed system changes.
- Proactively gather feedback from users.
- Manage system changes without interruption to the user.
- Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.
- Gather requirements from end users.
- Modify the system to increase benefits and usability.
- Manage the change control process and Change Management Committee if appropriate .
- Manage all processes that impact / relate to Salesforce.com.
- Manage new releases of SFDC and efficiently roll out new features.
- Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.
- Create custom objects when necessary.
- Handle on-going customization/ alteration of Salesforce.com.
- Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.
- Create new reporting capabilities and respond to ad hoc reporting requests as needed.
- Provide support functions as needed.
- Provide sales and financial data to company executives.
Maintain System, Security and Integrity -
- Map salesforce.com hierarchy and territories in response to personnel changes.
- Reassign Accounts, Contacts, and Opportunities in response to personnel changes.
- Grant/ remove and maintain user licenses.
- Maintain security including sharing rules and security levels.
- Design, Create and maintain user roles, profiles and hierarchies.
- Monitor application storage usage and archive data as needed.
User Assistance, Training, Adoption and Satisfaction -
- Create and administer training to existing or new users /groups.
- Provide one to one training to end users on an on-going basis.
- Expand use of Salesforce.com - attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.
- Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales and leads.
- Communicate regularly with user base regarding new features, enhancements and changes to the system.
- Monitor usage and mentor users/groups needing assistance .
- Continually seek ways to further enhance the end-user experience.
- Be the company SME on Salesforce.com.
Process Creation, Documentation and Maintenance -
- Document company processes and workflows.
- Develop process documentation and field maps.
- Create new processes and associated reporting.
Data Quality, Migration and Maintenance -
- Assist with migration from older systems/processes into Salesforce.com.
- Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate .
- Import data as appropriate .
- Monitor and manage exception logs for back end system integration with SFDC.
- Manage duplicate records.
- Monitor and improve data quality.
- Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; performing mass uploads and updates of data as required ; Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.
Report and Dashboard Creation and Maintenance -
- Create and maintain dashboards.
- Create and maintain reports including folder maintenance.
- Develop complex, macro driven reports to summarize system information for Senior Management.
- Build and manage report folders for reps to improve sales efficiency.
What We Are Looking For:
- Overall 10+ years of experience in Salesforce.
- Candidates must possess a minimum of 6 years of professional experience in the web development field.
- Experience in support role in Salesforce.
- Certification is mandatory
- Team handling experience.
- Good communication and interpersonal skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Practice Manager / HeadEmployement Type: Full timeContact Details:
Company: EinfochipsLocation(s): Bengaluru+ View Contact
Keyskills: Change management Web development System integration Salesforce.com Workflow Data quality data integrity Management Information technology Salesforce
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