Salesforce Frontline Support Manager

Salesforce Frontline Support Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

The SFDC Admin Frontline Manager directs and leads a global staff responsible for overseeing one or more sales areas, including sales support, sales processing, sales operations, account operations across Salesforce.com. Develops strategies and performance plans to support a culture of customer, partner, and sales experience and process quality within their organization. Consults and interacts with corporate, business, and function sales leadership to achieve desired business revenue and order performance results. Responsible for design and implementation of sales operations tools, systems, processes and solutions for support of salesforce.com , including strategies, communication, analytics and training. Ensures sales operations are aligned with overall business objectives in order to balance operational efficiency and stakeholder satisfaction.

SFDC Admin Frontline Manager's main responsibilities:

• Applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues related to SFDC within established policies.
• Manages activities of exempt individual contributors and/or MG1s.
• Has accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy.
• Acts as a key advisor to senior management on the development of overall policies and long-term goals of the SFDC Admin frontline support organization
• Plans, manages, and monitors high-end operational/tactical activities of Staff
• Recruits and supports development of direct staff members
• Manage area(s), or team(s) of company employees with well- defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
• Sets work activities of teams providing support on Salesforce.com and Sales process transformations for all HPE internal users
• Services are provided on standard, specialized or complex systems.
• May be responsible for leading, managing, sponsoring, or participating on projects.
• Responsible for managing the team budget.
• Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met.
• Establish and manage relationships with subject matter experts and appropriate management, with an objective of maintaining and building the business.
• Collaborates with GEO stakeholders, functional leaders across HPE and other support teams, IT, WW process and capabilities leads, MOC teams and training teams, WW process owners and experience leads to ensure proper support and readiness of team
• Defines the support model while ensuring each team is aligned and overall Key performance metrics targets achieved
• Gets involved in escalations or process and support model innovation or improvement
• Drives support readiness for each Salesforce.com release (HPE or Vendor’s)
• Coordinates and drives regression testing for Salesforce.com capabilities and processes
• Drives data quality across HPE WW Salesforce system by implementing the Data quality processes and ensuring execution is properly done by team driving it
• Supports Mergers & Acquisitions with needed support

Education and Experience Required:

• First level university degree or equivalent experience required. Advanced university degree preferred.

Knowledge and Skills:

• Advanced leadership skills, including coaching, teambuilding, conflict resolution, and management.
• Advanced project management skills including time and risk management, resource prioritization, and project structuring.
• Excellent analytical and problem solving skills.
• Experienced in managing human capital across geographies to drive workforce