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3 Cloudbyz Jobs
Support Lead / Customer Success Manager (Salesforce Expertise)
5-10 years
Bangalore / Bengaluru
1 vacancy
Support Lead / Customer Success Manager (Salesforce Expertise)
Cloudbyz
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- We are seeking a dynamic and experienced Support Lead / Customer Success Manager with over 5 years of experience in similar roles, specializing in Salesforce
- The successful candidate will lead and manage our support team, ensuring exceptional customer satisfaction and efficient resolution of technical issues
- This role requires a strong background in Salesforce configurations and development, along with proven leadership abilities
- Lead and manage a team of support engineers to provide 24/7 technical support for Salesforce configurations and development-related issues.
- Oversee day-to-day operations of the support team, ensuring timely and effective resolution of customer issues.
- Act as a primary point of contact for escalated customer issues and ensure prompt and satisfactory resolutions.
- Develop and implement support processes and procedures to enhance team efficiency and customer satisfaction.
- Monitor team performance, provide coaching and mentoring, and conduct regular performance reviews.
- Collaborate with cross-functional teams, including product development, to address complex technical problems and improve product functionality.
- Analyze support metrics and customer feedback to identify areas for improvement and implement corrective actions.
- Ensure proper documentation and maintenance of customer interactions and technical procedures in the ticketing system.
- Foster a customer-centric culture within the support team, promoting best practices and continuous improvement.
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Over 5 years of experience in a customer support or customer success role, with at least 3 years in a leadership position.
- Expertise in Salesforce administration, configuration, and development, including Apex, Visualforce, Lightning components, and Salesforce APIs.
- Proven ability to manage and lead a technical support team in a fast-paced, dynamic environment.
- Strong problem-solving skills and ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
- Experience with IT service management (ITSM) tools and practices.
- Ability to work in rotational shifts, including nights and weekends.
- Salesforce Certified Administrator, Salesforce Certified Platform Developer I, or similar certifications.
- Experience in the life sciences industry or with eClinical solutions.
- Familiarity with integration platforms and tools such as MuleSoft or Informatica.
- Strong analytical skills with the ability to interpret support metrics and customer feedback.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Dynamic and collaborative work environment.
- Chance to work with cutting-edge technologies in the life sciences industry.
Employment Type: Full Time, Permanent
Functional Areas: Software/Testing/Networking
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based on 13 employees
Flexible timing
Monday to Friday
No travel
Cloudbyz Benefits
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Support Lead / Customer Success Manager (Salesforce Expertise)
5-10 Yrs
Bangalore / Bengaluru
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