Sr. Production Support Lead - Salesforce

The Role:

As the Production Support Leader you will be responsible for application support for the Enterprise systems team that supports cross-functional BUs such as Sales, Product, Marketing, Finance, etc.  Primary application support will be salesforce at 80%, NetSuite 10%, and others at 10% (Gainsight, Anaplan, Jitterbit, etc.) 

Main Responsibilities:.

• Develop a strategy for the production support organization supporting applications (e.g. salesforce)


• Lead offshore team of production support


• Develop metrics and SLAs for the response and resolution time of tickets


• Develop escalation, off-hour support, and triage communication plan


• Eventually this role will also manage releases to production and criteria for moving code/configuration to production

Required Skills & Qualifications

• Experience as a production support engineer and lead


• Proven experience in supporting Salesforce Sales Cloud and CPQ as as an administrator


• Salesforce Administration Certification a plus


• Proven track record of working directly with multiple BUs: Sales, Product, Marketing, Finance, etc.


• Ability to prioritize, push back, and communicate effectively.


• Excellent written and oral communication skills


• Excellent interpersonal skills


• Excellent problem-solving, analytical and investigative skills


• Highly self-motivated and directed


• Ability to effectively prioritize and execute tasks in a high-pressure environment


• Looking for a solid combination of leadership and technical skills


• Must have large corporate environment experience with Salesforce production support experience


• Excellent collaborative mentality, verbal and written communication skills


• This is a highly visible role with interaction with Leaders from both the IT and business sides

The typical hiring range for this role is $150,150 - $183,700 in annual base compensation. Bonus and commission eligible roles will provide the opportunity to earn additional income based on performance against objectives. Candidate location and qualifications will be assessed to determine final compensation. In addition, our generous total rewards package includes health and wellness benefits, retirement savings plans, risk insurances, paid time off, parental leave, plus other supplemental offerings. For part-timers, your coverage will vary.