Salesforce Managed Services - Lead

Experience Required: 5+ years in Salesforce ecosystem Shared Support Experience: 2+ years (hands-on or leadership) Location: Marlborough, MA (Hybrid) Role Type: Onshore Lead Role: We are looking for a highly experienced Salesforce Solution Architect / Lead to spearhead a Managed Services Engagement model for one of our most critical Customer. The ideal candidate has deep Salesforce expertise, strong functional leadership, solid technical understanding, and a track record of delivering excellent customer experience in multi-customer or pooled support environments. This role expects to be responsible for establishing a strong relationship with all the stakeholders, lead the day to day support tasks and deliver excellent solutions. 1. Support Leadership Lead day-to-day operations of Salesforce support engagements. Own intake, triage, scoping, backlog management, and prioritization. Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions. 2. Salesforce Solution Design & Delivery Assess incoming issues requests and determine the best-fit approach for resolution. Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, CPQ and Experience Clouds. Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC). Serve as the final escalation point for complex cases. 3. Functional Expertise (60%) Strong command over Sales Cloud, Service Cloud, CPQ Cloud, FSL, Copado. Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration). 4. Technical Acumen (40%) Solid understanding of Apex, integration patterns, and platform limitations. Ability to troubleshoot technical breakdowns, guide offshore team, and ensure architectural hygiene. 5. Customer & Stakeholder Management Present solution options, tradeoffs, and recommendations in a clear and structured manner. Providing day-to-day support for multi-org environment across 4 Divisions Daily interaction with Sales and Service Enablement teams on resolving Break / Fix support issues Proactive Monitoring on admin errors on the platform Manage offshore developers’ resources for development of break/fix Daily interaction with Director, CRM & Enterprise Solutions Daily interaction with DevOps Support team Daily interaction with Solution Analysts 6. Team Building & Delivery Leadership Work towards maintaining a high-performing offshore Salesforce support team. Establish support processes, documentation standards, SLAs, and knowledge management practices. General Skills Strong communication skills, well organized and self-motivated Strong Critical thinking skills Flexibility to meet continuously changing priorities and challenges. Certifications Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Certified Platform App Builder Salesforce Certified CPQ Specialist Salesforce Certified Business Analyst Salesforce Certified Sales Cloud Consultant Salesforce Certified Service Cloud Consultant