Head of salesforce support in managed services

Aquiva; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Co-working spaces and offices for coll

Team activities

Flexible PTO policy

Healthcare

Paid sick leaves, parental leaves, and

volunteer days

Job summary

Aquiva seeks a Salesforce delivery leader to own end-to-end support for a managed-services account. You will lead a support team from day one, ensure professional communication, and drive improvements that scale with the client.

You will be the single point of contact, scope and estimate work, and manage SLAs while mentoring L1/L2 staff and coordinating cross-functional efforts.

Qualifications

• 3+ years in Salesforce delivery, support, or administration, owning a client relationship.
• Salesforce knowledge on configuration: objects, automation, permissions, data model; not a developer, but can scope work and challenge estimates.
• Hands-on experience with a ticketing platform and SLA management.
• Demonstrated process ownership: you wrote the process and enforce it.
• Excellent written English and confidence as client single point of contact.

Responsibilities

• Own the end-to-end support operation for a Salesforce managed-services account.
• Lead and mentor L1/L2 delivery staff and coordinate to resolve issues.
• Triaging by complexity and priority; ensure scope, estimates, and approvals.
• Report hours worked against hours approved; communicate status, risks, and queue health.
• Be the single point of contact for clients; drive continuous improvement.

Skills

Salesforce administration

Client relationship management

SLA management

Process ownership

Written English

Tools

Ticketing system

Job description

Описание

You will own the end-to-end support operation for a Salesforce managed-services account, with a support team reporting to you from day one. That means owning the process, not just the queue: work delivered professionally, a client who always knows where things stand, and a support system that gets smarter over time instead of just staying afloat.

It is a leadership role, and you will still step into execution when the team needs it.

Задачи

Own the queue and the SLAs. Triage by complexity and priority, catch what is at risk of breaching, and coordinate to resolve it. Every client-facing message goes out technically sound and professional. Nothing starts without being scoped, estimated, and approved. Report hours worked against hours approved, so the client gets no surprises. Be the single point of contact. Priorities, status, risks, and a weekly queue-health report. Lead and mentor the L1/L2 bench, hand execution over to them, and attack root causes instead of symptoms.

Требования

3+ years in Salesforce delivery, support, or administration, owning a client relationship. Salesforce knowledge on the configuration side: objects, automation, permissions, data model, releases. Not a developer, but able to scope work and challenge an estimate. Hands-on experience with a ticketing platform and SLA management. Demonstrated process ownership. You have written the process, not just followed it. Excellent written English and the confidence to be the client's single point of contact. Будет плюсом: Salesforce certifications: Administrator, Advanced Administrator, Platform App Builder, Business Analyst; Consultancy or managed-services experience, including billable scope and utilization governance; Experience leading a small delivery team; Release management in a managed-package or multi-org context

Условия

• Co-working spaces and offices for collaboration
• Team activities
• Flexible PTO policy
• Healthcare
• Paid sick leaves, parental leaves, and volunteer days