Salesforce Lead (System Operations)

About the role:

Samsaras Business Systems team is growing and we are seeking a Bengaluru-based Salesforce Systems Lead, GTMS Operations to drive our expansion into India and supervise and govern our current GTMS ecosystem. Reporting to the Sr. Director of Sales Systems, this is a 0 to 100 build and will require strong execution skills, advanced influencing and communication skills, and deep business acumen.

The successful candidate will work closely with the Sales Operations, Sales, Finance, Product and Business Technology teams to enable our revenue streams and support the entire customer journey.

This hybrid position requires 3 days per week in our Bengaluru office and 2 days working remotely open to candidates based in India. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role you will:

Key Responsibilities:

• L2 Support Leadership: Spearhead and mentor the L2 support team in handling escalated tickets, user requests, and troubleshooting system issues within the Salesforce ecosystem and other GTM systems.
• Issue Resolution: Manage and resolve complex issues related to sales, marketing, and customer success workflows. Act as a subject matter expert in GTM systems, particularly Salesforce.
• User Support: Provide day-to-day operational support for GTM teams, ensuring smooth functionality of key processes including lead-to-opportunity, quote-to-cash, and customer onboarding workflows. This includes support during the Quarter ends to close the deals faster and smoothly.
• Collaboration: Work closely with L3 (RTB) teams, product management, and engineering to escalate and resolve critical system issues and contribute to platform enhancements.
• System Monitoring and Reporting: Monitor system performance, track incidents, and produce reports to ensure high service levels. Identify patterns of recurring issues and implement solutions to prevent them. Complete the Root cause analysis for all the Critical and High Incidents that occur.
• Training and Documentation: Create and maintain support documentation, knowledge base articles, and user training to ensure the team and users are well-informed on system functionality and best practices.
• Process Optimization: Continuously identify and implement process improvements in support workflows to enhance team efficiency and reduce system downtime.
• Cross-Functional Engagement: Collaborate with stakeholders from Sales, Marketing, and Customer Success to understand their operational needs and align L2 support efforts accordingly.

Key Qualifications:

• Experience: Over 10+ years of IT experience and 5+ years of experience in Salesforce or other Go-to-Market systems, with at least 3 years in a leadership role within an L2 support function.
• Salesforce Expertise: Strong understanding of Salesforce Sales Cloud, CPQ, and key GTM processes like lead management, pipeline forecasting, and order management.
• Technical Knowledge: Familiarity with Salesforce configuration, troubleshooting common issues, and resolving governor limits, technical debt, and data quality concerns.
• Leadership Skills: Experience managing and mentoring support teams, ensuring high performance, and fostering a collaborative team environment.
• Problem-Solving: Excellent reasoning skills and a demonstrated ability to resolve complex technical issues while delivering a high level of customer service.
• Communication Skills: Strong verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Process Improvement: Proven experience in optimizing support processes to improve efficiency, system uptime, and user satisfaction.

Nice to Have:

• Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, or Sales Cloud Consultant).
• Experience with additional GTM systems (e.g., Marketo, HubSpot, Outreach, Zendesk).
• Familiarity with agile project management methodologies.

Minimum requirements for the role:

• Bachelor's degree in Business, Computer Science, Information Technology, or related field; Master’s degree preferred.
• 3+ years of experience in leadership roles focusing on Sales systems (ex. Salesforce Sales Cloud, CPQ).
• Experience in managing Operations team driving system stability and Operational excellence.
• 5+ years of Salesforce experience.
• Deep business acumen, with a strong understanding of CRM systems, integration tools, Quality Assurance and analytics platforms.
• Advanced influencing and communication skills, with a strong executive presence.
• Exceptional strategic thinking and problem-solving skills.
• Excellent collaboration skills, with experience working closely with Sales and Channel teams.
• A customer-centric mindset, with a focus on delivering value and a great customer experience.