Salesforce Managed Services - Lead

About the role

We are seeking a Salesforce Solution Architect / Lead to lead a Managed Services Engagement model for a key Customer. The role involves establishing relationships, leading support tasks, and delivering exceptional solutions.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Experience in Shared Support (2+ years, hands-on or leadership).
• Location: Marlborough, MA (Hybrid).
• Role Type: Onshore Lead Role.

Qualifications

• Experience in Salesforce ecosystem (5+ years).
• Strong command over Sales Cloud, Service Cloud, CPQ Cloud, FSL, Copado.
• Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).
• Solid understanding of Apex, integration patterns, and platform limitations.
• Ability to troubleshoot technical breakdowns, guide offshore team, and ensure architectural hygiene.

Skills

• Strong communication skills.
• Well organized and self-motivated.
• Strong critical thinking skills.
• Flexibility to meet continuously changing priorities and challenges.

Pay

N/A

Schedule

N/A

Benefits

N/A