Salesforce Service Lead

Yara Brasil; São Paulo; On-site; BRL 250,000 - 360,000; Full time

Job summary

A Yara Brasil busca um líder experiente para a área de Salesforce, supervisionando o suporte e melhorias menores, atuando como ponto de accountability pela performance do serviço, entrega e experiência do usuário nas Américas, com foco inicial em Sales Cloud e evolução para Revenue Cloud.

Você liderará equipes, conduzirá práticas ágeis, governança de plataforma, integração com a estratégia global de CRM e promoverá DevOps, pipelines CI/CD e conformidade com ITIL e políticas de segurança de dados.

Qualifications

• Graduação relacionada; experiência em liderança de entrega/serviço.
• Conhecimento sólido de Salesforce (CRM Clouds) e integrações.
• Experiência em ambientes AMS/plataforma e Governança de CRM.
• Certificações Salesforce desejáveis e conhecimento ITIL.

Responsibilities

• Liderar a entrega de serviços Salesforce nas Américas, assegurando desempenho, entrega e experiência do usuário.
• Gestão de backlog, planejamento de sprints e melhoria contínua em práticas ágeis.
• Guia técnico-funcional sobre design de soluções e evolução da plataforma Salesforce.
• Coordenação com equipes globais, governança, segurança de dados e conformidade.
• Conduzir práticas de DevOps, pipelines CI/CD e gestão de fornecedores.

Skills

Liderança de entrega

Gestão de stakeholders

Agile/Scrum/Kanban

Salesforce CRM

DevOps/CI-CD

Comunicação em inglês

Conhecimento ITIL

Education

Bacharelado em Ciência da Computação

Job description

Nós, da Yara, fazemos parte de uma rede global, colaborando para resolver de forma lucrativa e responsável alguns dos principais desafios do mundo - escassez de recursos, insegurança alimentar e mudanças ambientais.

About The Area

Role positioned within the Service Management job family (initial level PL2), differentiated by the Salesforce domain to keep consistency with the new career framework. The cell combines technical, functional and DevOps operations profiles to support the full lifecycle of application support, small enhancements and CRM evolution.

Position's description | Responsibilities

• Lead the delivery and the people of the Salesforce support and small-enhancements cell across the Americas, acting as the primary accountability point for service performance, delivery outcomes and user experience. The core responsibility is delivery and people leadership, complemented by technical guidance, ensuring SLA compliance, platform governance and alignment with Yara's global CRM strategy across all Salesforce Clouds that make up the CRM, with primary focus on Sales Cloud (CRM 1.0 and 2.0) and gradual preparation of the team and processes for future Revenue Cloud support;
• Lead the end-to-end delivery of Salesforce services, owning quality, stability and alignment with business priorities across the Americas (delivery ownership);
• Lead, develop and engage the team (people), acting as the primary accountability point for delivery outcomes and user experience;
• Provide technical guidance (a mix of technical and functional competence) on solution design, development standards and platform evolution — without this being the core responsibility;
• Drive the agile model (Scrum/Kanban), providing matrix leadership to the Scrum Master and ensuring backlog management, sprint planning, ceremony facilitation, impediment removal and continuous delivery practices;
• Manage demand intake, prioritization and capacity planning aligned with business and strategic objectives;
• Ensure service operations excellence, including Incident, Problem and Change Management processes;
• Define, track and improve KPIs, SLAs and service performance metrics, driving continuous improvement initiatives;
• Act as the main interface with business stakeholders, translating demand into scalable and sustainable Salesforce solutions;
• Drive the adoption of DevOps practices, CI/CD pipelines and automation within the Salesforce ecosystem;
• Ensure governance, risk and compliance, including cybersecurity policies, data privacy and regulatory requirements;
• Manage third-party vendors and external resources, ensuring contractual performance and delivery commitments;
• Act as the regional counterpart to central/global Salesforce teams across every dimension of the ecosystem — strategy and roadmap, product ownership, architecture and solution design, development and administration standards, data and integrations, security and compliance, DevOps and releases, environment management, service operations, licensing, vendors and adoption — representing BR, LATAM and NAM needs, applying global standards, and ensuring two-way decisions, dependency management, escalation and communication.

Profile | Requirements & Qualifications

• Bachelor's degree in Computer Science, Systems, Engineering, Business Administration or a related field;
• Fluency in English. Spanish and Portuguese (for non-Brazilian candidates) are a plus;
• Experience in delivery/service leadership and team development, preferably in support (AMS) and/or platform environments;
• Salesforce: strong knowledge across the CRM Clouds (Sales, Service, Marketing, Experience, Commerce, Data Cloud and CRM Analytics), platform capabilities and integrations, with priority experience in Sales Cloud (CRM 1.0 and 2.0) and the ability to build knowledge and operational readiness for future Revenue Cloud support;
• Service management: solid understanding of ITIL (or similar) practices, including incident, problem and change management;
• Agile delivery: proven experience working in or leading agile squads (Scrum/Kanban) with focus on delivery predictability;
• Stakeholder management: strong ability to engage business and IT stakeholders across multiple countries and cultures;
• Business acumen and vendor/financial awareness, combined with excellent communication skills across business, technical and executive audiences in a multicultural environment. Fluent English is mandatory; Spanish and Portuguese are considered an advantage.
• Desirable certifications: Salesforce (Administrator, Sales/Service Cloud, Revenue Cloud, Data Cloud) and service-management / project-management credentials.

Contact Information

All career opportunities at Yara are strictly conducted by the recruitment team of Yara Brasil. Our recruiters' emaill addresses always end with the domain @yara.com. Besides that, we never ask for any type of payment or monetary investment as a condition to participate in our recruitment processes.

Conhecimento cultivado com diversidade

A Yara está comprometida em criar um ambiente diverso e inclusivo e se orgulha de ser uma empresa que oferece oportunidades iguais para todos. Acreditamos em um ambiente de trabalho onde nossos colaboradores se sintam à vontade para ser quem são, estimulando a diversidade e a pluralidade de pensamento. Para isso, ancoramos firmemente a Diversidade e Inclusão (D&I) em nossa estratégia de órgulo e temos mais de 400 colaboradores em todo o mundo envolvidos como agentes de D&I. Como parte de nosso processo de recrutamento, quando permitido pela legislaça local, podemos realizar verificações de ánote e de antecedentes. Essas verificações são realizadas somente quando consideradas necessárias para a natureza do trabalho. Os candidatos serão informados pelo RH antes do início de qualquer verificação de antecedentes.