Customer Success
vor 1 Monat
Customer Success / Managed Services Team Lead Role Title - Customer Success / Managed Services Team Lead
Role Purpose – To lead the delivery of technical support, development, and client management within the Customer Success framework, ensuring the efficient resolution of complex client issues, implementation of enhancement requests, and optimisation of Salesforce system performance.
This role combines technical expertise in Salesforce development with leadership in service delivery, guiding a team to support and develop solutions that meet client needs while aligning with business objectives.
The Customer Success Lead also ensures that applications for client tracking and reporting are continuously improved to keep pace with evolving program operations, policies, and procedures, driving high client satisfaction and retention.
Location - Australia
Reports to - Chief of Delivery
Role Responsibilities
Incident Management (L2 & L3): Diagnose and resolve technical issues related to Salesforce administration, development, and configuration, ensuring timely and effective solutions.
Act as the escalation point for complex issues, guiding the team on how to resolve and prevent them in the future.
System Enhancement & Customisation: Implement enhancements and customisations to Salesforce applications based on client requests, following best practices for development and configuration.
Application Requirements & Documentation: Collaborate with internal teams and/or external consultants to create and document application requirements, ensuring clear and actionable development guidelines.
Salesforce Feature Utilisation & System Health Audits: Proactively keep abreast of new Salesforce features and functionalities, offering recommendations for process improvements.
Conduct regular system audits to ensure security and overall org health, taking corrective action as necessary.
Technical Support & Client Communication: Respond proactively to incidents and support requests, troubleshooting and resolving issues efficiently.
Maintain effective communication with clients to understand their requirements, provide updates, and gather feedback on solutions delivered.
Apex, Lightning, & LWC Development: Lead development efforts in Apex, Lightning, and LWC to create customised solutions that align with business needs.
Conduct unit and integration testing within an agile framework, ensuring the continuous deployment of high-quality code.
Continuous Improvement & Knowledge Sharing: Stay up-to-date with Salesforce developments and continuously enhance technical skills.
Collaborate with team members, fostering knowledge sharing and teamwork to overcome challenges.
Team Leadership: Lead and mentor a team of service delivery professionals and developers, fostering a culture of continuous improvement and technical excellence.
Provide hands-on technical support where needed, coaching junior team members and developing their technical capabilities.
Conduct performance evaluations and create individual development plans to encourage professional growth.
Service Delivery & Client Relationship Management: Oversee the end-to-end delivery of managed services, ensuring adherence to SLAs and high-quality standards.
Build and maintain long-lasting client relationships, understanding their business needs, and identifying opportunities for additional services and solutions.
Conduct regular service reviews with clients, offering insights and recommendations to improve their Salesforce experience.
Process Improvement & Collaboration: Continuously evaluate and improve service delivery processes, driving automation and innovation initiatives to enhance service quality.
Work closely with other teams, including Sales, Implementation, and Support, to ensure a seamless client experience and consistent service delivery.
Knowledge, Skills & Experience
5+ years of Salesforce development experience, including hands-on experience with configuration changes, developing Apex code, triggers, Flows, and Visualforce pages within the Salesforce platform.
At least 3 years of experience developing within Salesforce Lightning, including the development of Lightning Web Components and Salesforce Flows.
Strong understanding of Salesforce products and solutions, with Salesforce Platform Developer and Salesforce Administrator certifications highly desirable.
Certifications in Revenue Cloud, Marketing Cloud, Pardot, or B2B Commerce Cloud are ideal.
Proven experience in managing client relationships, delivering high-quality services, and ensuring client satisfaction and retention.
Familiarity with Salesforce administration, including configuration, standard data models, security settings, and automation tools such as Salesforce Flows.
Thorough knowledge of Salesforce platform constraints, including governor limits, and best practices for delivering business requirements within these constraints.
Strong understanding of the Salesforce test framework, test-driven development (TDD), and iterative development.
Exceptional troubleshooting skills, with the ability to quickly diagnose issues, identify root causes, and implement effective solutions.
Experience providing hands-on technical support and mentoring junior team members, with proficiency in coding languages and development frameworks relevant to the Salesforce ecosystem.
Proven leadership and team management skills, with the ability to guide, mentor, and inspire a team of professionals to perform at their best.
Strong analytical and problem-solving abilities, with a focus on process improvement and innovation.
Excellent verbal and written communication skills, capable of explaining complex technical concepts clearly to non-technical stakeholders and gathering precise requirements from clients.
Experience with ITIL or other service management frameworks is a plus.
Bachelor's degree in Business, Information Technology, or a related field is preferred.
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