MaxVal - Salesforce Administrator - Support & Development (5-6 yrs)

Key Responsibilities :

- Lead, mentor, and manage a team of Salesforce support specialists.

- Conduct performance evaluations, provide constructive feedback, and develop growth plans for team members.

- Ensure adequate team staffing and coverage for 24/7 support (if applicable).

- Foster a positive and collaborative team environment, encouraging knowledge sharing and skill development

- Oversee the daily operations of the Salesforce support team, ensuring timely and effective resolution of issues.

- Monitor Salesforce application performance, diagnose issues, and coordinate resolutions with internal and external stakeholders.

- Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support staff.

- Ensure compliance with Service Level Agreements (SLAs) and key performance metrics.

- Act as the primary point of contact for clients regarding Salesforce application issues.

- Build and maintain strong relationships with key stakeholders and clients, ensuring transparency and satisfaction with support services.

- Collaborate with clients to understand their evolving needs and propose Salesforce enhancements or customizations.

- Communicate the status of ongoing issues, resolutions, and project updates to clients in a clear and professional manner.

- Lead and manage Salesforce-related support projects, including software updates, migrations, and implementations.

- Develop project plans, define scope, manage timelines, allocate resources, and track progress.

- Collaborate with other departments (e.g. , development, quality assurance) to coordinate cross-functional projects.

- Ensure that projects are completed on time, within scope, and in line with the client's requirements.

- Apply Salesforce development knowledge to oversee or assist in troubleshooting, debugging, and fixing issues related to customizations, integrations, and automations.

- Understand Salesforce architecture, APIs, workflows, triggers, and custom objects to effectively support complex environments.

- Collaborate with the development team to enhance Salesforce functionality and deliver technical improvements.

- Stay up to date with Salesforce releases, new features, and best practices.

- Drive continuous improvement in support processes and workflows, identifying opportunities for automation and optimization.

- Contribute to the knowledge base and provide training to both internal teams and clients on Salesforce functionalities and best practices.

- Provide regular reports on team performance, ticket status, and service delivery metrics to senior management.

- Maintain transparency on team productivity, escalations, and project statuses.

- Ensure alignment with organizational goals and objectives by coordinating with senior leadership.

Requirements :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 5+ years of experience in Salesforce application support and development.

- Proven experience in a team lead or managerial role, with strong people management skills.

- Strong knowledge of Salesforce CRM and development (Apex, Visualforce, Lightning, and APIs).

- Experience in project management methodologies and tools (Agile, Scrum, etc.

- Excellent client-facing communication skills, with a focus on problem-solving and resolution.

- Salesforce certifications such as Salesforce Administrator, Salesforce Advanced Administrator, or Salesforce Platform Developer are a plus.

Skills :

- Leadership and people management.

- Salesforce administration and development knowledge.

- Project management (planning, execution, and monitoring).

- Client-facing communication and relationship management.

- Troubleshooting and problem-solving in complex technical environments.

- Ability to work in a fast-paced, dynamic environment with cross-functional teams