Job Title: Salesforce Support Manager

Location: Remote
Type: Full-Time
Reports To: Director of Delivery

Role Summary

We are seeking a resilient, structured Salesforce Support Manager to lead customer support operations and ensure long-term client satisfaction across our Salesforce-based solutions. This role manages incoming support requests, triages system administration issues, follows strict escalation protocols, and supports growth initiatives through upsells and service renewals.

The ideal candidate has deep Salesforce technical expertise, excellent communication skills, and the confidence to maintain service boundaries while building strong client relationships.

Key Responsibilities

• Serve as the primary point of contact for customer support across multiple Salesforce environments

• Triage, resolve, or escalate technical issues related to user access, permissions, reporting, workflows, and platform configurations

• Follow structured internal escalation protocols, documenting troubleshooting steps and escalation justifications

• Manage customer expectations during escalations without overcommitting to fixes or timelines

• Identify upsell opportunities for managed services and extended support packages based on client usage trends

• Own and drive contract renewals for ongoing support services, communicating proactively with customers

• Track support ticket trends, SLA performance, and escalation resolutions, providing reports to leadership

• Build and maintain customer support documentation and FAQs based on resolved cases

• Coordinate closely with QA and DevOps teams to validate fixes and ensure controlled deployments

• Advocate for customer needs internally while maintaining platform integrity and service scope externally

Process & Escalation Management

• Strictly follow the internal escalation path based on impact, urgency, and root cause analysis

• Ensure that all escalations are logged with full context before engaging developers or technical leads

• Maintain composure and clarity with customers during escalation events

• Protect internal resources by distinguishing enhancement requests from standard support needs

Qualifications

• 4+ years experience in Salesforce administration, support, or client management roles

• Salesforce Administrator certification required (Advanced Admin preferred)

• Strong understanding of Salesforce security models, object relationships, Flows, validation rules, and reporting

• Proven ability to manage upsells and renewals strategically within a support context

• Exceptional communication skills, especially around explaining technical boundaries firmly but diplomatically

• Highly organized, proactive, and committed to structured escalation management

• Public-sector or government support experience preferred

About Us

We are a mission-driven consulting and technology firm specializing in Salesforce-based solutions for public-sector organizations. We value clear communication, trust, accountability, and structured delivery. Our team is passionate about helping agencies modernize operations, deliver vital services, and create lasting impact for the communities they serve.