Salesforce Support Services Director

hace 1 semana

Medellín, Antioquia, Colombia Roca Alliances S.A A tiempo completo

Roca Alliances S.A. is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies worldwide.

Our deep understanding of industry trends allows us to conduct targeted and efficient recruitment solutions.

We provide tailored hiring services, ensuring the perfect match for each role.

This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI technology.

About the Company

The company has experienced strong double-digit growth over the years and serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.

We are committed to excellence and building long-lasting partnerships that drive business success.

At Roca Alliances S.A., we help businesses thrive by delivering the right professionals to meet their needs.

Job Description

Responsibilities include the intake, management, triage, solution development, and communication (including executive communications) for all L2-related tickets arising from internal reporting and escalations.

We are looking for an individual who is self-motivated, innovative, and able to quickly grasp complex concepts.

Attention to detail and diligence are essential attributes for this role.

Key Responsibilities:
  • Lead and manage a team of Salesforce support professionals, providing guidance, mentorship, and performance management.
  • Troubleshoot and resolve complex Salesforce issues, ensuring minimal disruption to business operations.
  • Collaborate with cross-functional teams to identify and implement continuous improvement initiatives.
  • Drive the adoption of best practices in Salesforce support and utilization across the organization.
  • Ensure timely and effective communication with stakeholders regarding issue status and resolution.
  • Develop and maintain comprehensive documentation of support processes and procedures.
  • Monitor and report on key performance indicators, ensuring the team meets and exceeds service level agreements.
Requirements

We require a Bachelor's degree in Business Management, Information Systems, or a related field, or equivalent work experience.

A minimum of 8 years of Salesforce CRM/CPQ, Conga, and MuleSoft experience/knowledge with techno-functional hands-on experience is preferred for this role.

3+ years of experience leading support organizations serving a remote, global user community and a proactive attitude and a commitment to continuous improvement are also required.

Flexible, adaptable, and resilient, with the ability to work effectively in a fast-paced and dynamic environment.

Highly customer-oriented, with a passion for delivering exceptional service and value.

Demonstrated ability to set up scalable, effective support processes.

Strong analytical, problem-solving, and decision-making skills, with the ability to resolve complex technical issues and handle ambiguity and uncertainty.

Excellent interpersonal and leadership skills, with the ability to influence, motivate, and inspire others.

Effective communication skills with the ability to articulate technical information to non-technical stakeholders. Excellent English communication skills are necessary.

Benefits

Competitive salary: COP $45,000,000 - COP $60,000,000 per year, depending on experience.

Private medical insurance.

Continuous training and mentoring opportunities.

Work with a leading global IT company.

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