Job description
Job Title: Salesforce Support Manager
Location: Remote
Type: Full-Time
Reports To: Director of Delivery
Role Summary
We are seeking a resilient, structured Salesforce Support Manager to lead customer support operations and ensure long-term client satisfaction across our Salesforce-based solutions. This role manages incoming support requests, triages system administration issues, follows strict escalation protocols, and supports growth initiatives through upsells and service renewals.
The ideal candidate has deep Salesforce technical expertise, excellent communication skills, and the confidence to maintain service boundaries while building strong client relationships.
Key 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
Process & Escalation Management
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
Qualifications
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
Public-sector or government support experience preferred
About Us
We are a mission-driven consulting and technology firm specializing in Salesforce-based solutions for public-sector organizations. We value clear communication, trust, accountability, and structured delivery. Our team is passionate about helping agencies modernize operations, deliver vital services, and create lasting impact for the communities they serve.
