Manager, Application Support

Easy Ice LLC• US,

10h•$120,000 - $150,000•Onsite

About The Position

The Manager, Application Support is responsible for the administration, optimization, and ongoing governance of Easy Ice's Salesforce platform, ensuring the system reliably supports the company's sales, marketing, customer success, and operations functions. This role serves as the internal subject‑matter expert and primary point of contact for all Salesforce‑related configuration, user management, data integrity, and platform enhancements, balancing day‑to‑day support requests with longer‑term strategic improvements. The Manager partners closely with Sales, Marketing, Finance, and Operations leadership to translate business requirements into scalable, well‑documented Salesforce solutions — including workflows, custom objects, reports, dashboards, and integrations with third‑party platforms. This position owns the full application support lifecycle: intake and prioritization of enhancement requests, release management, regression testing, user training, and post‑deployment validation. The Manager also maintains platform health through proactive monitoring of data quality, license utilization, security settings, and compliance with internal governance standards. As the organization grows and evolves, this role will be instrumental in evaluating new Salesforce features, managing external consultants or developers when needed, and ensuring that the platform scales effectively to support Easy Ice's private‑equity‑backed growth objectives.

Requirements

Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field; equivalent experience considered.
5+ years of Salesforce administration experience with demonstrated hands‑on platform configuration and customization expertise.
Salesforce Administrator Certification (ADM 201) required; Advanced Administrator, Platform App Builder, or additional certifications strongly preferred.
Proven experience leading, supervising, or mentoring a team of administrators, analysts, or application support professionals.
Strong understanding of Salesforce security model including profiles, permission sets, role hierarchy, sharing rules, and field‑level security.
Demonstrated experience managing integrations between Salesforce and third‑party platforms (ERP, marketing automation, telephony, billing systems).
Proficiency in Salesforce automation tools including Flow, Process Builder, workflow rules, and approval processes.
Experience managing a full release lifecycle: requirements gathering, sandbox development, regression testing, deployment, and post‑release support.
Strong data management skills including data quality governance, deduplication, validation rules, and mass data operations (Data Loader, Import Wizard).
Excellent communication and stakeholder management skills; ability to translate complex technical concepts into business‑friendly language for non‑technical audiences.

Nice To Haves

Project management skills with experience in Agile or Scrum methodologies
Strong problem-solving and analytical abilities for diagnosing complex issues
Knowledge of other CRM platforms such as Microsoft Dynamics or HubSpot
Training and development skills to create user training materials and conduct sessions
Vendor management experience for coordinating with third-party support and vendors

Responsibilities

Lead, mentor, and develop a team of Salesforce administrators and/or application support specialists, setting clear expectations, priorities, and professional development goals.
Serve as the primary Salesforce subject‑matter expert and internal escalation point, managing all aspects of platform configuration, security, and user administration.
Intake, prioritize, and manage the enhancement request queue; balance day‑to‑day support tickets with strategic platform improvement initiatives.
Design and maintain Salesforce customizations including custom objects, fields, workflows, flows, validation rules, approval processes, and page layouts.
Partner with Sales, Marketing, Finance, and Operations leaders to gather requirements and translate business needs into scalable, well‑documented Salesforce solutions.
Develop and maintain reports, dashboards, and analytics views that provide actionable visibility across all functional stakeholders.
Own the full release management lifecycle including sandbox configuration, regression testing, deployment, and post‑release validation.
Monitor and enforce data quality standards through deduplication, validation rules, and platform governance processes.
Manage integrations between Salesforce and third‑party platforms (LSC, marketing automation, billing, telephony); coordinate with IT and vendors as needed.
Evaluate new Salesforce features, releases, and AppExchange solutions; maintain a platform roadmap aligned with Easy Ice's growth objectives.
Manage external consultants and developers when engaged; oversee scope, deliverables, timelines, and quality of work.
Deliver end‑user training, onboarding support, and ongoing education to drive platform adoption and proficiency across all user groups.
Maintain comprehensive platform documentation including configuration guides, data dictionaries, process flows, and release notes.
Monitor platform health metrics (storage, API usage, license utilization, security); proactively identify and resolve risks before they impact operations.
Support audit and compliance requirements by maintaining security configurations, access controls, activity logs, and change control documentation.

Benefits

Competitive pay
Excellent Medical/Dental/Vision/Group Life
401k Company Match
PTO and Holiday Pay
Fitness Membership Reimbursement
Hands on experience that promotes a growth-oriented culture
Personal growth opportunities which encourages employees to “think outside the box”
Challenging and meaningful work that fosters learning and development
Fun fast-paced company culture and work environment
Collaborative team environment to support and mentor each other