Salesforce Managed Services - Lead

Experience Required: 5+ years in Salesforce ecosystem
Shared Support Experience: 2+ years (hands-on or leadership)
Location: Marlborough, MA (Hybrid)

Role Type: Onshore Lead

Role:

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 Leadership

• Lead 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 & Delivery

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

3. Functional Expertise (60%)

• Strong command over Sales Cloud, Service Cloud, CPQ Cloud, FSL, Copado.
• Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).

4. Technical Acumen (40%)

• Solid understanding of Apex, integration patterns, and platform limitations.
• Ability to troubleshoot technical breakdowns, guide offshore team, and ensure architectural hygiene.

5. Customer & Stakeholder Management

• Present solution options, tradeoffs, and recommendations in a clear and structured manner.
• Providing day-to-day support for multi-org environment across 4 Divisions
• Daily interaction with Sales and Service Enablement teams on resolving Break / Fix support issues
• Proactive Monitoring on admin errors on the platform
• Manage offshore developers’ resources for development of break/fix
• Daily interaction with Director, CRM & Enterprise Solutions
• Daily interaction with DevOps Support team
• Daily interaction with Solution Analysts

6. Team Building & Delivery Leadership

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

General Skills

• Strong communication skills, well organized and self-motivated
• Strong Critical thinking skills
• Flexibility to meet continuously changing priorities and challenges.

Certifications

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified CPQ Specialist
• Salesforce Certified Business Analyst
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Service Cloud Consultant