Salesforce Support Manager

Summary

Join our team as a Salesforce Support Manager and lead customer support operations, ensuring client satisfaction. Manage incoming requests, triage issues, follow escalation protocols, and support growth through upsells and renewals. The ideal candidate possesses deep Salesforce expertise, excellent communication, and the ability to build strong client relationships while maintaining service boundaries. Responsibilities include managing customer expectations, identifying upsell opportunities, tracking support ticket trends, and building support documentation. Close collaboration with QA and DevOps teams is crucial for validating fixes and deployments. The role requires advocating for customer needs while upholding platform integrity.

Requirements

• 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

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
• 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

Preferred Qualifications

Public-sector or government support experience preferred