Sr Manager, Software Engineering

A Sr Manager, Software Engineering of Level 1 & 2 Salesforce Support manages and leads a team providing technical support to customers, primarily focused on resolving complex Salesforce-related issues. This role involves technical expertise, leadership, and strong communication skills to ensure effective resolution of support cases and drive customer satisfaction.
Your Role:
Team Leadership

• Lead and mentor a team of Salesforce support engineers, providing guidance, coaching, and performance management.

Technical Expertise

• Possess a deep understanding of Salesforce platform, including its various modules (SFX , SFX(CPQ) and Billing) and related technologies.

Case Management

• Ensure team's work is completed in a timely manner and within SLAs by shifting resources and managing priorities as required, escalating as needed, while maintaining accurate documentation and communication.

Customer Communication

• Build strong relationships with customers, providing clear and concise technical explanations and updates on case status.

Process Improvement

• Identify and implement process improvements within the support team to enhance efficiency and effectiveness.

Collaboration

• Work closely with internal teams like Sales, Service, Product, and Engineering to resolve issues and ensure product alignment. (added "Service")

Incident Management

• Lead the resolution of major incidents, ensuring timely recovery and minimal impact on customers.

Knowledge Management

• Contribute to the development and maintenance of knowledge base articles and support documentation.

Problem Solving

• Proactively identify and resolve potential issues before they impact customers.

Technologies We Use: Salesforce, Service Station, Min Qualifications:

• Bachelor's degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination, such as master's degree and 6 years' experience; a P.h.D. and 3 years'; or 20 years' experience in a related field.
• 3+ years' leadership experience with demonstrated ability to motivate and lead a team, providing clear direction and guidance.
• 5+ years' experience in Salesforce administration, development, or support roles, with a proven track record of leading and mentoring teams.
• 3+ years of ServiceNow experience
• Strong understanding of Service Station and Salesforce platform, including its various modules and functionalities.

Preferred

• 5+ leadership experience with demonstrated ability to motivate and lead a team, providing clear direction and guidance with 5+ direct reports.

Leadership and Management Skills:

• Experience leading and motivating small to medium-sized engineering teams: Candidates should have a proven track record of getting results through others.
• Strong communication and collaboration skills: This position will need to effectively communicate with engineers, product managers, and other stakeholders with varying technical backgrounds.
• Ability to prioritize tasks and manage competing demands: Juggling project needs with stakeholder requests and team goals requires strong prioritization skills.
• Problem-solving and decision-making skills: This position will be asked to analyze problems, identify solutions, and make clear decisions that benefit the team and project.
• Manage career progression for team members, including hiring, performance reviews, salary decisions, mentoring, coaching, and all duties normally associated with a hiring manager.
• Work with your team to plan, design, implement and operationalize innovations and improvements to existing software.
• Work with your team to continually improve their processes and develop best practices for agile development that deliver value to our stakeholders.
• Servant leadership - we want you to empower your team members and remove roadblocks for them.
• Desire to mentor and help our team members grow.
• Excellent planning and prioritization skills with the ability to multitask and adapt to change.

USD 144,900.00 - 241,500.00 per year
Compensation:
Compensation includes a base salary of $144,900.00 - $241,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.