Salesforce Managed Services Lead

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.

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.

1. Support Leadershi

• pLead day-to-day operations of Salesforce support engagements
• .Own intake, triage, scoping, backlog management, and prioritization
• .Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions

.

2. Salesforce Solution Design & Delive

• ryAssess incoming issues requests and determine the best-fit approach for resolutio
• n.Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, CPQ and Experience Cloud
• s.Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC
• ).Serve as the final escalation point for complex case

s.

3. Functional Expertise (6

• 0%)Strong command over Sales Cloud, Service Cloud, CPQ Cloud, FSL, Copa
• do.Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuratio

n).

4. Technical Acumen (

• 40%)Solid understanding of Apex, integration patterns, and platform limitati
• ons.Ability to troubleshoot technical breakdowns, guide offshore team, and ensure architectural hygi

ene.

5. Customer & Stakeholder Manag

• ementPresent solution options, tradeoffs, and recommendations in a clear and structured ma
• nner.Providing day-to-day support for multi-org environment across 4 Divi
• sionsDaily interaction with Sales and Service Enablement teams on resolving Break / Fix support i
• ssuesProactive Monitoring on admin errors on the pla
• tformManage offshore developers’ resources for development of brea
• k/fixDaily interaction with Director, CRM & Enterprise Solu
• tionsDaily interaction with DevOps Support
• teamDaily interaction with Solution Ana

lysts

6. Team Building & Delivery Lead

• ershipWork towards maintaining a high-performing offshore Salesforce support
• team.Establish support processes, documentation standards, SLAs, and knowledge management prac

tices.

General

• SkillsStrong communication skills, well organized and self-mo
• tivatedStrong Critical thinking
• skillsFlexibility to meet continuously changing priorities and chal

lenges.

Certif

• icationsSalesforce Certified Admin
• istratorSalesforce Certified Advanced Admin
• istratorSalesforce Certified Platform App
• BuilderSalesforce Certified CPQ Sp
• ecialistSalesforce Certified Business
• AnalystSalesforce Certified Sales Cloud Co
• nsultantSalesforce Certified Service Cloud Co

nsultant

Experience Required: 5+ years in Salesforce

ecosystemShared Support Experience: 2+ years (hands-on or le

adership)Location: Marlborough, MA

(Hybrid)