SalesForce Support Manager at Zayo

| Greater Boulder Area
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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

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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