Salesforce Application Manager (Austin, Onsite)

Location: United States, Austin, TX 100% Onsite

*This position is onsite and not eligible for relocation.  All positions must reside within the country listed within this job description. 

Salary: Up to $90,000 + 10% performance bonus (DOE & Geographic Location) 

A little bit about us:  

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale. 

About the Role:  

As an Application Manager, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. You'll need a versatile skill set to manage a broad range of applications within our client's engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment.  

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.  

About You: 

• Familiar with end-to-end Customer/IT support processes  

• Adjusts easily to new or changing circumstances. 

• A collaborative utility player mentality (low ego) with a proactive sense of curiosity 

• Focuses on achieving results that promote business success. 

• Demonstrate proactive and professional communication skills with all stakeholders and partners 

• Maintain a professional, adaptable, and respectful manner 

• Provide high quality service to all users   

Responsibilities:  

• Partner with business teams, engineering teams and vendors to analyze future areas for automation and develop implementation plans 

• Provide production support for the CS/CX business users 

• Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers 

• Be responsible for supporting and configuration of a single application / module 

• Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation 

• Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership 

• Work with vendor support for escalations 

• Demonstrate leadership analyzing and reporting out root cause analysis, proactively escalate trending issues 

• Track key application metrics, drive insights to measure results against goals 

• Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement 

• Analyze application issues, addressing configuration, implementation, and function or process failures 

• Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project 

• Partner with data team to determine how topic trends can be used for wider organizational insights 

• Proactively reach out for help when blocked on assigned tasks 

• Write complex queries and perform data analysis using appropriate application tools 

• Understand functional area data models 

Your Expertise:  

• Bachelor's in Information Technology, Business or a related field preferred 

• 6-8 years of Salesforce Service Cloud experience 

• 5+ years of Advanced Salesforce Administrator experience 

• Proficient experience using Salesforce application integrations with Salesforce API, webservices and 3rd party tool APIs 

• End to end understanding of data/access updates, batch jobs and debugging  

• Working knowledge of customer service, customer support and customer experience processes 

• Deep technical understanding of applications and business processes, product architecture and integrations 

• Understanding of cross application dependencies and workflows 

• Hands-on experience integrating customer support platform