We are seeking a Salesforce Support Lead to oversee and manage the day-to-day support operations of our Salesforce platform within a complex enterprise environment. This role requires a strong technical background in Salesforce, proven experience leading support teams, and the ability to work closely with cross-functional stakeholders across business and IT. The ideal candidate will ensure platform stability, manage issue resolution, and optimize support processes to meet the needs of a large user base across multiple business units.
Key Responsibilities:
Lead and manage the Salesforce support function, serving as the primary point of contact for Salesforce-related issues, enhancements, and user inquiries.
Oversee a team of administrators and support analysts to ensure timely and effective resolution of tickets and service requests.
Maintain platform performance, health, and user satisfaction across multiple Salesforce clouds (e.g., Sales Cloud, Service Cloud, Experience Cloud).
Prioritize, assign, and track support cases and enhancements using ITSM or ticketing platforms (e.g., ServiceNow, Jira).
Act as a liaison between business users, technical teams, and third-party vendors to troubleshoot and resolve complex issues.
Ensure adherence to change management and release management best practices in a high-governance enterprise environment.
Support user training, knowledge base creation, and onboarding for new features and releases.
Identify and drive process improvements, automation opportunities, and support optimization initiatives.
Required Skills and Experience:
5+ years of Salesforce experience, including at least 2 years in a lead or supervisory support role.
Strong understanding of Salesforce architecture, administration, user management, and declarative tools (Flows, Reports, Dashboards).
Experience supporting enterprise Salesforce orgs with large user bases and multiple integrated systems.
Familiarity with security models, data access controls, and compliance considerations.
Proficient in triaging, debugging, and escalating issues related to Salesforce functionality and integrations.
Excellent communication and stakeholder management skills.
Ability to manage support SLAs, KPIs, and reporting for leadership.
Preferred Qualifications:
Salesforce Administrator Certification required; additional certifications (Advanced Admin, Platform App Builder, Service Cloud) a plus.
Experience in enterprise firms with matrixed environments and multiple business units.
Familiarity with Agile/Scrum methodologies and tools like Jira.
Background in regulated industries (e.g., financial services, healthcare) is a plus.
Education:
Bachelor’s degree in Information Systems, Business, or a related field (or equivalent experience).
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