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
