• Salesforce Support Manager

    Job Locations UK-London
    Posted Date 2 weeks ago(28/11/2018 10:30 AM)
    Division
    Wilmington Shared Services
    # of Openings
    1
    Brand
    Wilmington plc
  • Company Outline

     

    Wilmington

     

    Job Role: Salesfoce Support Manager

    Location: London

    This role is available for local candidates already authorised to work in the role’s country only.

     

    Closing Date:  *31st December 2018

     

    Wilmington plc is a dynamic and expanding company with a common aim – turning knowledge into advantage. We provide information and training to professional business markets within the Risk & Compliance, Professional and Healthcare sectors. We enable professionals and their organisations to enhance performance by providing high quality, relevant and reliable information, education and knowledge. Our services are underpinned by our core values of enhancing, enabling, collaborating and innovating.

     

    Why do we want you?

    We want you because you are an experienced Salesforce Manager who wants to become a key member of our Salesforce project team.

    Main Purpose of Role

    So, what will you be doing…?

    You'll take responsibility for supporting our company’s Salesforce Cloud instance, support, ensuring a quality service to colleagues and working closely alongside the Salesforce Solution Architect and Administrator to ensure efficinency at all times.

     

    The solution has over 350 current users and continues to grow therefore you will need to have a good understanding of the overall design of the application, mapping client business requirements to systems/technical requirements and implementing those solutions.

     

    You'll need to be a strong team player that is able to manage a team effectively and collaboratively along with being a quick thinker, able to multi-task, have excellent troubleshooting and problem-solving skills. The ability to effectively prioritise and escalate issues to the Salesforce Administrator is key.

     

    Key elements include;

    • Lead a Salesforce support team to track, manage and resolve inbound support requests according to the SLA
    • Assess and prioritise requests, partnering with the solution architect to escalate issues where appropriate.
    • Responsible for user maintenance and organisation hierarchies
    • Develop and continually enhance a Salesforce training plan, prepare training materials and provide continual formal and informal knowledge transfer.
    • Continually engage with users to understand how they use the system, issues they encounter and ways the system can be enhanced to increase and improve adoption.
    • Work with colleagues to build and update reports and dashboards as required.
    • Participate in system testing of system enhancements
    • Maintain thorough subject matter expertise of the functionality and solution architecture and stay current on Salesforce integration tools and best practices as implemented by the solution architect/administrator
    • Create and enable best practices and governance measures for support of the solution
    • Provide regular, meaningful KPIs on Support

    Please be aware that some national and international travel may be required.

     

    Skills and Experience Required

    We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

     

    We know it’s not a skill, but the successful candidate must have permission to work in the UK by the start of their employment

     

    You will also need;

    • Support experience and subject matter expertise in the Salesforce Sales Cloud

    • Exceptional written and verbal communication skills are essential

    • Comfortable and able to work with and build relationships with users, stakeholders and senior management to continually be aware of the business challenges.

    • A strong manager, able to work unaided but equally works well in a project team.

    • Practical, logical, with a flexible approach and the ability to remain calm under pressure and work to tight deadlines.

    • Ability to mentor and coach team members, and ability to build and maintain effective working relationship with key technology team members

    • Willingness to foster new ideas and concepts

    • Able to travel nationally and internationally and to work outside of normal contracted hours at times

     

    Come join us!
    At Wilmington Plc, we know how hard our employees work and the contributions they make to our business. As such we offer attractive salary packages that include some fantastic benefits such as performance related bonus, contributory pension scheme with life assurance, at least 23 days' annual holiday but also flexible benefits that allows you to tailor your choices i.e. purchase additional holiday days, discount vouchers, heavily subsidised gym membership, cycle to work schemes and dining cards.

    We offer variety, development and an opportunity to be part of a committed group of colleagues. We operate an open environment where you’ll be encouraged to make an impact. At Wilmington, our collaborative approach means your great ideas will be welcomed and your great work recognised.

     

     

     

    We are focused on ensuring that Wilmington remains a great place to work. We value our people and we continue to invest in their career development. We encourage learning, and career opportunities are possible across all Wilmington companies


    “We are committed to equality, equality of opportunity and valuing diversity”

     

    Wilmington

    The Legal bit
    The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

    *Please note that this role may remain advertised until an offer of employment has been made.

     

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