Salesforce Managed Services - Lead

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    "ExternalDescriptionStr": "<p><span style=\"font-size: 12pt;\"><strong>Experience Required:&nbsp;</strong>5+ years in Salesforce ecosystem</span><br><span style=\"font-size: 12pt;\"><strong>Shared Support Experience:&nbsp;</strong>2+ years (hands-on or leadership)</span><br><span style=\"font-size: 12pt;\"><strong>Location:&nbsp;</strong>Marlborough, MA (Hybrid)</span></p><p><span style=\"font-family: Aptos, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Role Type:&nbsp;</strong>Onshore Lead</span></span></p><p style=\"line-height: 107%; margin-bottom: 8pt;\">&nbsp;</p><p style=\"line-height: 107%; margin-bottom: 8pt;\"><span style=\"font-size: 12pt; line-height: 107%;\"><strong>Role:</strong></span></p><p style=\"line-height: 107%; margin-bottom: 8pt;\">We are looking for a highly experienced Salesforce Solution Architect / Lead to spearhead a Managed Services Engagement model for one of our most critical Customer. The ideal candidate has deep Salesforce expertise, strong functional leadership, solid technical understanding, and a track record of delivering excellent customer experience in multi-customer or pooled support environments.</p><p><span style=\"font-family: Aptos, sans-serif;\"><span style=\"font-size: 11pt;\">This role expects to be responsible for establishing a strong relationship with all the stakeholders, lead the day to day support tasks and deliver excellent solutions.</span></span></p><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>1. Support Leadership</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Lead day-to-day operations of Salesforce support engagements.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Own intake, triage, scoping, backlog management, and prioritization.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions.</li></ul><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>2. Salesforce Solution Design &amp; Delivery</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Assess incoming issues requests and determine the best-fit approach for resolution.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, CPQ and Experience Clouds.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC).</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Serve as the final escalation point for complex cases.</li></ul><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>3. Functional Expertise (60%)</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Strong command over Sales Cloud, Service Cloud, CPQ Cloud, FSL, Copado.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).</li></ul><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>4. Technical Acumen (40%)</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Solid understanding of Apex, integration patterns, and platform limitations.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Ability to troubleshoot technical breakdowns, guide offshore team, and ensure architectural hygiene.</li></ul><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>5. Customer &amp; Stakeholder Management</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Present solution options, tradeoffs, and recommendations in a clear and structured manner.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Providing day-to-day support for multi-org environment across 4 Divisions</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Daily interaction with Sales and Service Enablement teams on resolving Break / Fix support issues</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Proactive Monitoring on admin errors on the platform</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Manage offshore developers’ resources for development of break/fix</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Daily interaction with Director, CRM &amp; Enterprise Solutions</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Daily interaction with DevOps Support team</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Daily interaction with Solution Analysts</li></ul><p style=\"line-height: 107%; margin-bottom: 8pt;\"><strong>6. Team Building &amp; Delivery Leadership</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Work towards maintaining a high-performing offshore Salesforce support team.</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Establish support processes, documentation standards, SLAs, and knowledge management practices.</li></ul><p style=\"background-color: white; margin: 0in; vertical-align: baseline;\"><span style=\"color: black; font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"border: 1pt windowtext; font-size: 11.5pt; padding: 0in;\"><strong>General Skills</strong></span></span></p><p style=\"background-color: white; margin: 0in; vertical-align: baseline;\">&nbsp;</p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Strong communication skills, well organized and self-motivated</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Strong Critical thinking skills</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Flexibility to meet continuously changing priorities and challenges.</li></ul><p><strong>Certifications</strong></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Administrator</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Advanced Administrator</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Platform App Builder</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified CPQ Specialist</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Business Analyst</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Sales Cloud Consultant</li><li style=\"line-height: 107%; margin-bottom: 8pt;\">Salesforce Certified Service Cloud Consultant</li></ul>",
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