Head of salesforce support in managed services

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.

• 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.

• 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

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