- Process Manager will be responsible for providing advanced support on queries/issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring, coaching & L1 servicing team.
- Ensure that servicing team meets timeliness & quality goals. Publish KPI metrics for the team.
- Conduct support ticket analysis to identify the common issues reported by end users
- Collaborate with business and tech partners by proactively engaging on weekly calls.
- Conducting end user trainings & take other initiatives to reduce the number of user enquiries.
- Provide sales/marketing process & Salesforce.com technical expertise.
- Responsible for collecting feedback from end users & communicating the same to all team members.
- Share, leverage & adopt industry best practices & propose new features & technologies to drive efficiencies & business impact.
- Performing user acceptance testing for key projects.
- Identify process improvement opportunities, provide platform enhancement recommendations.
- Lead annual activities like Portfolio Realignments & other ad-hoc support with portfolio transfers etc.
- Data Quality Monitoring by performing scheduled audits & other data cleansing tasks.
- Provide Salesforce.com technical and business process expertise.
Critical Factors to Success (Outcome Driven):
Business Outcomes:
- Partnering in onboarding, coaching & guidance to L1 team colleagues for CASE resolution & supporting with complex queries. Responsible for providing resolution to queries raised by SFDC platform users and setting up user access.
- Effective at collaborating across internal and external partners and building relationships
- Maintain documentation for processes used by the customer support team and the support knowledge base for known issues.
- Enhance customer service experience by showing ability to learn new features/functionality to provide better L1 support to end users.
Leadership Outcomes:
- Put enterprise thinking first, connect the role s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
- Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings.
- Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
- Deliver the world s best customer experiences every day.
Compliance Language
Past Experience
4+ years Salesforce.com platform configuration & customization experience.
Experience in a business environment with experience in SDLC or Agile Methodology.
Knowledge of Salesforce platform: (Sales cloud, Service Cloud).
Academic Background
BE/B Tech, BCA, MCA, MSc. with relevant Salesforce technology experience
