Robert Half International Manager, Product Support Services in SAN RAMON, California
Manager, Product Support Services
Robert Half is seeking a Manager, Salesforce Product Support to drive, develop, and manage Product Support services, working between Product Management and Tech Support. Oversee Product Support policies and processes, ensuring timely and efficient support. Work with all project teams, including Product Marketing and field staff. Select, develop, and evaluate personnel to ensure efficient operation.
Specific responsibilities include:
Manage and provide direction for Salesforce Production Support staff.
Responsible for managing teams’ direction related to developing procedures/processes.
Provide guidance and orientation for the department supervisors; coach supervisors on goal setting and achievements.
Provide direction and guidance to teams in development of department goals and objectives as well as delivery.
Hire staff and work on performance management expectations as well as future organizational development objectives.
Write and deliver performance reviews for direct reports
Direct, develop, and manage the implementation of processes and plans to ensure effective support of a product suite; ensures that goals and objectives of Product Management, Product Support, and Tech Support are properly aligned.
Responsible for partnering with global team in the development, maintenance, and ongoing support for the global product suite.
Work closely with the Product organization and support teams in the introduction of newly developed products and identification/prioritization of system issues that should be addressed in upcoming releases; ensure that new information is coordinated with support teams and partner teams.
Also responsible for establishing and directing activities related to the data components of the front office systems in areas such as profiles/permissions, taxonomies, data stewardship.
Develop relationship with corp partner teams and staff and drives alignment, understanding, and results needed to achieve customer satisfaction and business objectives.
Guide team to partners and areas required for issue resolution; this includes management of the data components related to the front office systems.
Establish working relationships with Product Management to ensure feedback from customers is addressed, actions are taken and tracked, and stakeholders are informed of progress. Also involve the management and update data within the systems.
Work in support of resolution of issues or changes required to products in the FO suite.
Direct investigation and ensure resolution of all escalated issues related to product support and system data; ensure timely communication to appropriate stakeholders.
Interact with partners regularly to drive improvements in technical capability and post-sales support of products, including support plans for deployments; proactively identifies strategies to improve efficiency.
Bachelor's degree in IT, Business, or related field preferred
Salesforce support including Force.com platform features (eg Apex, Lighting Components, Lightning Web Components, SOQL, SOSL , Visualforce, Workflows, Objects, security model, etc).
5+ years of project management experience or product support services and team management.
5+ years people management experience.
Ability to drive continuous improvement efforts and develop and deliver industry-leading product support.
Advanced troubleshooting and problem analysis skills, across people, process and technology.
Strong people leadership skills with a track record of achieving results through collaboration with multiple teams across a company.
Demonstrated comfort working with technology.
Ability to innovate in a fast-growing work environment and comfortable dealing with ambiguity and sometimes highly-charged situations.
Highly motivated self-starter who can grow the team and is passionate about the success of others.
At Robert Half, there’s more to us than what we do. Learn about our values and what it’s like to work for the largest specialized staffing firm in the world at our San Ramon, California, Corporate Services office. Take a look at roberthalf.com/corporate-office-video .
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Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.
Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to email@example.com for assistance.
In your email please include the following:
The specific accommodation requested to complete the employment application.
The location(s) (city, state) to which you would like to apply.
You may apply for this position by email or regular mail. Please send your cover letter and resume to:
2613 Camino Ramon
San Ramon, CA 94583-9128
CA SAN RAMON CORP
Robert Half is the world’s first and largest specialized talent solutions firm that connects opportunities at great companies with highly skilled job seekers.
We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Named to Fortune ’s World’s Most Admired Companies and 100 Best Companies to Work For® lists and a Forbes Best Employer for Diversity, Robert Half is the parent company of Protiviti®, a global consulting firm that provides internal audit, risk, business and technology consulting solutions.
Explore our talent solutions, research and insights at RobertHalf.com.