Salesforce Support Manager

Job description

**Position:**
Salesforce Support Manager

**Job Description:**

**What you’ll be doing:**

+ Proactively seek out and identify needed system changes.

+ Proactively gather feedback from users.

+ Manage system changes without interruption to the user.

+ Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.

+ Gather requirements from end users.

+ Modify the system to increase benefits and usability.

+ Manage the change control process and “Change Management” Committee if appropriate.

+ Manage all processes that impact / relate to Salesforce.com.

+ Manage new releases of SFDC and efficiently roll out new features.

+ Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.

+ Create custom objects when necessary.

+ Handle on-going customization/ alteration of Salesforce.com.

+ Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.

+ Create new reporting capabilities and respond to ad hoc reporting requests as needed.

+ Provide support functions as needed.

+ Provide sales and financial data to company executives.

**Maintain System, Security and Integrity -**

+ Map salesforce.com hierarchy and territories in response to personnel changes.

+ Reassign Accounts, Contacts, and Opportunities in response to personnel changes.

+ Grant/ remove and maintain user licenses.

+ Maintain security including sharing rules and security levels.

+ Design, Create and maintain user roles, profiles and hierarchies.

+ Monitor application storage usage and archive data as needed.

**User Assistance, Training, Adoption and Satisfaction -**

+ Create and administer training to existing or new users/groups.

+ Provide one to one training to end users on an on-going basis.

+ Expand use of Salesforce.com – attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.

+ Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales and leads.

+ Communicate regularly with user base regarding new features, enhancements and changes to the system.

+ Monitor usage and mentor users/groups needing assistance.

+ Continually seek ways to further enhance the end-user experience.

+ Be the company SME on Salesforce.com.

**Process Creation, Documentation and Maintenance –**

+ Document company processes and workflows.

+ Develop process documentation and field maps.

+ Create new processes and associated reporting.

**Data Quality, Migration and Maintenance -**

+ Assist with migration from older systems/processes into Salesforce.com.

+ Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.

+ Import data as appropriate.

+ Monitor and manage exception logs for back end system integration with SFDC.

+ Manage duplicate records.

+ Monitor and improve data quality.

+ Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; performing mass uploads and updates of data as required; Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.

**Report and Dashboard Creation and Maintenance -**

+ Create and maintain dashboards.

+ Create and maintain reports including folder maintenance.

+ Develop complex, macro driven reports to summarize system information for Senior Management.

+ Build and manage report folders for reps to improve sales efficiency.

**What We Are Looking For:**

+ Overall 10+ years of experience in Salesforce.

+ Candidates must possess a minimum of 6 years of professional experience in the web development field.

+ Experience in support role in Salesforce.

+ Certification is mandatory

+ Team handling experience.

+ Good communication and interpersonal skills.

**About Arrow**

Arrow Electronics, Inc.

(NYSE: ARW), an award-winning Fortune **154** and one of Fortune Magazine’s Most Admired Companies.

Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers.

With 2024 sales of USD $27.9 billion, Arrow develops technology solutions that improve business and daily life.

Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible.

Learn more at www.arrow.com .

Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen.

Learn more at https://www.fiveyearsout.com/ .

For more job opportunities, please visit https://careers.arrow.com/us/en .

**Location:**
IN-KA-Bangalore, India

**Time Type:**
Full time

**Job Category:**
Information Technology
Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws.

Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.

Required Skill Profession

Other General