Remote Salesforce Systems L2 Lead

Summary

Join Samsara's Business Systems team as a Bengaluru-based Salesforce Systems L2 Lead, GTMS Operations to drive expansion into India and supervise the current GTMS ecosystem. This hybrid position requires 3 days per week in our Bengaluru office and 2 days working remotely open to candidates based in India.

Requirements

• Experience: Over 10+ years of IT experience and 5+ years of experience in Salesforce or other Go-to-Market systems, with at least 3 years in a leadership role within an L2 support function
• Salesforce Expertise: Strong understanding of Salesforce Sales Cloud, CPQ, and key GTM processes like lead management, pipeline forecasting, and order management
• Technical Knowledge: Familiarity with Salesforce configuration, troubleshooting common issues, and resolving governor limits, technical debt, and data quality concerns
• Leadership Skills: Experience managing and mentoring support teams, ensuring high performance, and fostering a collaborative team environment
• Problem-Solving: Excellent reasoning skills and a demonstrated ability to resolve complex technical issues while delivering a high level of customer service
• Communication Skills: Strong verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders
• Process Improvement: Proven experience in optimizing support processes to improve efficiency, system uptime, and user satisfaction

Responsibilities

• L2 Support Leadership: Spearhead and mentor the L2 support team in handling escalated tickets, user requests, and troubleshooting system issues within the Salesforce ecosystem and other GTM systems
• Issue Resolution: Manage and resolve complex issues related to sales, marketing, and customer success workflows. Act as a subject matter expert in GTM systems, particularly Salesforce
• User Support: Provide day-to-day operational support for GTM teams, ensuring smooth functionality of key processes including lead-to-opportunity, quote-to-cash, and customer onboarding workflows
• Collaboration: Work closely with L3 (RTB) teams, product management, and engineering to escalate and resolve critical system issues and contribute to platform enhancements
• System Monitoring and Reporting: Monitor system performance, track incidents, and produce reports to ensure high service levels. Identify patterns of recurring issues and implement solutions to prevent them
• Training and Documentation: Create and maintain support documentation, knowledge base articles, and user training to ensure the team and users are well-informed on system functionality and best practices
• Process Optimization: Continuously identify and implement process improvements in support workflows to enhance team efficiency and reduce system downtime
• Cross-Functional Engagement: Collaborate with stakeholders from Sales, Marketing, and Customer Success to understand their operational needs and align L2 support efforts accordingly

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more