SalesForce Support Manager
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Position Description
We are seeking a talented Manager of the Salesforce Support team to take our Salesforce platform to the next level. As the Manager of the SF Support team, you will be responsible for overseeing a team of Salesforce Administrators. The right candidate will have a strong understanding of the Salesforce platform best practices and functionality, will have strong data management abilities, and high attention to detail. The ideal candidate will be self-motivated with a strong work ethic and comfortable working in a rapidly changing environment.
Responsibilities
Act as the main point of contact for Salesforce administrative needs from the Business
Manage a team of administrators and act as a strong leader
Focus on tasks ranging from assisting users create reports and reset passwords to maintaining data quality, adding fields, and running backups
Provide day to day technical support via daily administration of IT Salesforce Support Cases.
Identify operational inefficiencies and recommend solutions
Responsible for the day-to-day configuration, support, maintenance and improvement of the Salesforce database
Provide support for internal Salesforce Users, by setting up new users and managing users security and access
Focus on improving end user experience of Salesforce
Responsible for communicating effectively with the Business
Demonstrate an ability to interpret complex requirements
Availability to work outside the normal business hours
Manage quarterly audits on Salesforce processes and customer feedback (Effortless Surveys) for Quality Assurance purposes
Responsible for overall internal satisfaction and experience
Reporting on daily functions on any major issues impacting users
First point of contact for internal escalations and outage handling
To ensure the team receives the necessary resources, knowledge, tools, access and training to deliver effective services and support
Qualifications
Bachelor’s degree or equivalent work/technical experience
Extensive experience in the administration and maintenance of Salesforce
Background in ITIL preferred
Quick learner, capable of learning new systems
Ability to explore and learn new Salesforce features and products
Proficient problem solving skills
Strong leadership and coaching skills
Ability to work in a team
Ability to balance and prioritize multiple requests at one time
Manager experience preferred, but not required
Strong personal drive for ensuring client success with a proactive focus
Ability to coach process creation/management and documentation to allow for standardized support procedures throughout the team
Strong background in a dynamic, problem solving, client service environment
Flexibility, integrity and creative analytical problem-solving skills
Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude
Ability to articulate technical issues and processes in a meaningful way to both team and executive level management
Ability to maturely lead and direct technical staff through crisis and escalation situations
Experience presenting to executive teams
Rewards
Competitive compensation
Base salary range: $62,982-$68,696
Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time