Salesforce Support Manager

Whatyou'llbe doing:

• Proactively seek out andidentifyneeded system changes.
• Proactively gather feedback from users.
• Managesystemchanges without interruption to the user.
• Communicatesystem 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 ifappropriate.
• Manage all processes that impact / relate to Salesforce.com.
• Manage new releases of SFDC and efficiently roll out new features.
• Create andmaintainfields, 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,enhanceand create workflows,functionsand 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,Securityand Integrity -

• Map salesforce.com hierarchy and territories in response to personnel changes.
• Reassign Accounts, Contacts, and Opportunities in response to personnel changes.
• Grant/ remove andmaintainuser licenses.
• Maintain security including sharing rules and security levels.
• Design, Create andmaintainuser roles,profilesand hierarchies.
• Monitor application storage usage and archive data as needed.

User Assistance, Training, Adoption and Satisfaction -

• Create and administer trainingtoexisting ornew users/groups.
• Provideone to onetraining to end users on an on-going basis.
• Expand use of Salesforce.com - attend planning meetings,assistwithdeterminingif /how salesforce.com can be used in new ways as opposed topurchasinga new internal system.
• Assistsales management to create processes in salesforce.com to helpmonitoractivities, trends, sales and leads.
• Communicate regularly withuserbaseregardingnew features,enhancementsand changes to the system.
• Monitor usage and mentor users/groupsneedingassistance.
• 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 -

• Assistwith migration from older systems/processes into Salesforce.com.
• Monitor neglected Leads, Opportunities, Accounts, and Contacts asappropriate.
• Import data asappropriate.
• Monitor and manage exception logs forback endsystem 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 asrequired; Removing unnecessary fields and data; ensuring screens, fields and workflow haveaccuratenames and reflect current workflow.

Report and Dashboard Creation and Maintenance -

• Create andmaintaindashboards.
• Create andmaintainreports 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:

• Overall10+ 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 communicationand interpersonal skills.