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Description supplied by the original job listing.
In this role, the Manager, Application Support, will lead and support the Application Support function across three core areas: Customer Success, Team Leadership, and Operational Excellence.
The core responsibilities for the job include the following:
Customer Success:
Oversee the resolution of customer support cases to ensure high customer satisfaction and SLA compliance.
Lead escalated case handling, providing timely updates and clear communication to customers.
Build and maintain strong relationships with key accounts, acting as an internal customer advocate.
Analyze case trends to identify recurring issues and recommend preventive or process improvements.
Collaborate with customers and internal teams to enhance system stability, configuration, and user training.
Team Leadership:
Manage and develop a team of 10-12 application support analysts.
Conduct regular 1:1 meetings, performance reviews, and skill assessments.
Provide coaching, feedback, and structured career development planning.
Lead onboarding and training programs for new hires.
Address performance concerns constructively and manage formal improvement plans where required.
Foster a collaborative, high-performance culture built on accountability, transparency, and continuous learning.
Partner with peer managers to share best practices and align global operational standards.
Operational Excellence:
Drive adherence to support processes, case management standards, and documentation practices within Salesforce Service Cloud.
Oversee daily queue health, case distribution, and prioritization to ensure SLA and KPI targets are met.
Lead improvements in support workflows, automation, and knowledge management initiatives.
Collaborate with Product, Engineering, and Cloud Hosting teams on recurring issues, defect management, and process enhancements.
Partner with HR and senior leadership to ensure compliance with company policies and promote team engagement.
Contribute to strategic planning, budgeting, and capacity forecasting for the application support function.
Experience
5-9 yrs
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