Manager, Production Support- Salesforce

3 weeks ago

Pleasanton, United States BlackLine Full time

We are seeking a highly skilled and experienced Production Support Manager - Salesforce to oversee and manage the day-to-day operations of our Salesforce platform. This customer-facing role is essential for maintaining system performance, resolving issues promptly, and ensuring a high level of customer satisfaction. The successful candidate will be responsible for providing leadership and direction to the support team, implementing best practices, and driving continuous improvement initiatives.


Team Leadership:

  • ​Lead and mentor a team of support analysts, providing guidance and support as needed.
  • Develop and deliver training programs to enhance team skills and knowledge.
  • ​Foster a positive and collaborative team environment.

Salesforce Expertise:

  • Possess a comprehensive understanding of Salesforce architecture, functionality, and best practices.
  • Configure and customize Salesforce instances to meet specific business needs and optimize user experience.
  • Analyze data and reporting to identify opportunities for improvement and optimize workflows.
  • Guide and train Salesforce admins to reach new levels of expertise.

Customer Support:

  • ​Serve as the primary point of contact for Salesforce-related issues, ensuring timely and effective resolution.
  • Collaborate with clients to understand their needs and provide tailored support solutions.
  • Maintain high levels of customer satisfaction through excellent service and communication.

System Management:

  • ​Monitor and maintain the health, performance, and stability of the Salesforce platform.
  • Implement and enforce best practices for system usage and data management.
  • Coordinate with IT and development teams to address system upgrades, patches, and enhancements.

Issue Resolution:

  • ​Analyze, troubleshoot, and resolve complex technical issues related to Salesforce.
  • ​Develop and implement strategies to prevent recurring issues and improve overall system reliability.
  • Maintain detailed documentation of issues, solutions, and best practices.

Continuous Improvement:

  • ​Identify opportunities for process improvements and system optimizations.
  • ​Stay current with Salesforce updates, features, and best practices to ensure the platform is utilized to its fullest potential.
  • Drive innovation and efficiency within the support team and broader organization.


What You'll Bring:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Minimum 5-7 years of experince in a leadership or managerial role.
  • Strong technical skills and in-depth knowledge of Salesforce platform, including Sales Cloud, Service Cloud, and custom applications.
  • Excellent problem-solving abilities and a proactive approach to issue resolution.
  • Outstanding communication and interpersonal skills.
  • Ability to work effectively in a fast-paced, dynamic environment.​


We're even more excited if you have:

  • ​Minimum of 5 years of experience in Salesforce administration and support.
  • Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Advanced Administrator) are highly desirable.​

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