Salesforce Support Manager

ITRS Group; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading enterprise SaaS provider in London seeks a Salesforce Support Manager to lead the Salesforce support team and manage CRM project implementations. The role includes driving strategy, overseeing service improvements, and collaborating with various business units to support growth. Candidates should possess over 7 years of relevant experience, with a focus on continuous improvement in Salesforce operations.

Benefits

Health insurance

Dental cover

Flexible hybrid working

Enhanced parental leave

Life assurance

Income protection

Qualifications

• 7+ years hands-on experience in Salesforce support and team management.
• Commercial perspective with industry exposure in Salesforce solutions.

Responsibilities

• Lead in-house Salesforce support teams and manage outsourced services.
• Drive strategy for Salesforce enhancements and integrations.
• Oversee relationships with third-party suppliers.

Skills

Salesforce support

Team management

Systems analysis

Agile methodologies

Job description

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC, and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

We are looking for a Salesforce Support Manager to lead our in-house Salesforce support teams and an outsourced service for Salesforce incidents and enhancement overflow. You will be responsible for ITRS's global CRM solution “Omni”, a Salesforce-based platform, ensuring the efficient and timely development and delivery of Salesforce enhancements and integrations, including their design, development or purchase, implementation, operation, and improvement.

Reporting to our Global Head of IT, as Salesforce Support Manager, you will work with all areas of our company to understand business requirements, prioritize resources, and oversee the completion of CRM service projects. By driving strategic development of supported platforms and services, you’ll ensure they are available and fit for purpose to support our business growth.

As a Salesforce Support Manager, you will:

• Provide line management for the Salesforce support staff.
• Drive strategy, scalability, innovation, and best practices for Salesforce and related solutions, including service improvement reviews.
• Manage Identity and Access Management (IAM) for Salesforce and integrated solutions.
• Collaborate with internal IT departments and key business units to manage enhancements, problems, changes, and releases.
• Manage the support teams, ensuring motivation and skill development.
• Oversee external 3rd party suppliers, including Salesforce, ensuring excellent service and value.
• Manage relationships with outsourced functions.
• Ensure CRM systems comply with security, data retention, legal, and regulatory policies such as GDPR.
• Assist with IT financial management, including invoicing, costing, and budgeting.
• Implement policies, standards, procedures, and guidelines.
• Support security audits and governance related to Salesforce and solutions.
• Monitor and improve activities to ensure governance and compliance.

You will have:

• 7+ years hands-on experience in Salesforce support and team management.
• Experience supporting Certinia.
• Supporting Pardot, Clari, Gong is advantageous.
• Experience managing multiple implementation projects.
• Experience with Agile methodologies.
• Experience with at least two of the following Salesforce solutions and integrations: ZoomInfo, BriteVerify, LinkedIn Sales Navigator, Zendesk, Conga Composer, Conga Sign.
• A collaborative attitude and continuous improvement mindset.
• Experience in systems analysis and business process mapping.
• A commercial perspective with industry exposure in Salesforce solutions.

We offer health insurance, dental cover, employee assistance program, pension, flexible hybrid working, enhanced parental leave, travel insurance, life assurance, and income protection. ITRS is an Equal Opportunity employer committed to diversity, inclusion, and equality.