Salesforce Support Manager

Infillion•New York, NY

About The Position

Infillion is looking for an experienced Salesforce Support Manager to lead the Salesforce Support team and drive the effective delivery, maintenance, and continuous improvement of Salesforce solutions across the organization. This is a senior, highly collaborative role responsible for managing Salesforce employees and external vendors while partnering closely with business stakeholders, particularly Sales and business leadership, to understand requirements and translate them into scalable, effective Salesforce solutions. The role combines people leadership, Salesforce expertise, project management, strategic consulting, and business partnership. The Salesforce Support Manager will be responsible for empowering and developing the team, overseeing multiple Salesforce projects, managing stakeholder relationships, supporting system releases, and ensuring solutions are delivered in accordance with Infillion, Catalina, and Salesforce best practices. The ideal candidate is a strategic, technically capable leader who can operate independently, manage multiple priorities, assess risks, identify opportunities for automation and process improvement, and act as a trusted advisor to both business and technology stakeholders.

Requirements

Bachelor's degree in a technical, business, or related discipline, or a minimum of 7 years of experience working with Salesforce and business teams to design CRM processes and solutions.
5+ years of experience leading complex projects involving multiple stakeholders, preferably using Agile methodologies.
Demonstrated experience working within Agile project management environments.
Strong knowledge and experience with Salesforce Sales Cloud, Marketing Cloud, and CPQ.
Salesforce Superbadges in Security Specialist, Business Administration Specialist, Lightning Experience Reports & Dashboards Specialist, and CPQ Billing Specialist are required.

Nice To Haves

Additional Salesforce certifications beyond the required Superbadges.
Experience managing Salesforce teams, external vendors, or technology partners.
Experience with Salesforce transformation, automation, and process improvement initiatives.
Experience working directly with Sales organizations and senior business leadership.
Experience with Salesforce reporting, dashboards, analytics, and business performance metrics.
Experience delivering Salesforce implementations or major enhancements using Agile methodologies.
Experience in a technology-led, advertising, media, AdTech, MarTech, or similarly complex environment.
Experience managing Salesforce relationships and partnering with Salesforce on future product innovation and capabilities.

Responsibilities

Lead and manage the Salesforce Support team, including employees and external vendors, responsible for developing, supporting, and delivering Salesforce solutions.
Empower team members to take ownership and accountability for projects, solutions, and business outcomes.
Conduct regular team and project meetings to provide direction, maintain alignment, address challenges, and remove impediments.
Ensure Salesforce solutions and deliverables adhere to Infillion, Catalina, and Salesforce best practices, design principles, and standards.
Foster a positive, highly collaborative environment where ideas are encouraged, developed, and openly discussed.
Provide ongoing mentoring, coaching, and guidance to team members to support successful project outcomes and individual career development.
Create an environment focused on motivation, accountability, recognition, celebration, and professional development.
Conduct regular 1:1 meetings and quarterly performance reviews, manage MBOs, provide constructive feedback, and support individual professional development plans.
Continuously evaluate team performance, identify development opportunities, coach for growth and improvement, and recognize individual and team successes.
Lead the assessment, planning, coordination, and delivery of Salesforce projects involving multiple internal and external stakeholders.
Define project goals, objectives, tasks, timelines, deliverables, and success criteria.
Communicate project timelines, costs, objectives, risks, and status to stakeholders, clients, and senior management.
Analyze business and client data to evaluate business health and identify opportunities for automation, process improvement, and increased Salesforce adoption.
Develop project metrics and reporting requirements to establish clear paths to success and demonstrate business value.
Facilitate or co-lead regular status meetings with project teams, sponsors, business stakeholders, and external partners.
Serve as a primary point of contact for the business and operational aspects of Salesforce projects.
Coordinate communications and act as the first point of contact for the Salesforce Americas environment.
Support team members in delivering client presentations throughout requirements gathering, solution design, pilot, and user acceptance testing phases.
Review project deliverables prepared by team members before they are shared with clients and stakeholders.
Manage multiple projects and priorities simultaneously while achieving established company utilization and delivery targets.
Coordinate overall project success through effective collaboration with internal teams, external partners, and vendors.
Facilitate testing activities and ensure appropriate planning and coordination of system releases.
Ensure projects remain aligned with agreed requirements, timelines, quality standards, and business objectives.
Identify project risks, dependencies, impediments, and resource requirements and proactively develop mitigation strategies.
Champion documentation and training initiatives associated with Salesforce system changes, enhancements, and releases.
Ensure appropriate knowledge transfer and user readiness for new Salesforce functionality and processes.
Provide effective support and escalation management for Salesforce-related issues and business requests.
Build trusted partnerships with Sales leaders and business stakeholders, acting as a strategic advisor on Salesforce capabilities, opportunities, and best practices.
Continuously gather, evaluate, and act upon stakeholder feedback to strengthen relationships and improve Salesforce solutions.
Partner cross-functionally to ensure business requirements are represented in the development of new solutions, technologies, and capabilities.
Participate in Salesforce solution discovery sessions with technical and functional teams to identify the right solution for each business need.
Provide strategic guidance on Salesforce capabilities, process optimization, automation, and technology opportunities.
Develop metrics and business measures for projects to establish clear paths to success and demonstrate business value.
Act as the primary day-to-day business and operational contact for assigned Salesforce projects.
Identify opportunities to improve organizational effectiveness through automation, process redesign, and enhanced use of Salesforce capabilities.
Maintain a strong understanding of Salesforce capabilities, features, enhancements, and industry best practices.
Stay current with Salesforce seasonal releases, Trailhead, Salesforce learning accelerators, certifications, Superbadges, and relevant external market developments.
Maintain a high-level strategic understanding of Salesforce capabilities, system requirements, and evolving business needs.
Develop strong technical knowledge of Salesforce within Infillion and maintain an effective relationship with Salesforce to understand future innovation and capabilities.
Provide technical and functional expertise to the Salesforce project and support teams.
Assess project risks, opportunities, deliverables, dependencies, and impediments and make recommendations accordingly.
Identify opportunities to leverage new Salesforce functionality and technology to improve business processes and organizational effectiveness.