Customer Support Systems Platform Manager - Salesforce (R5349)

Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.

Build custom case management processes for different teams, products, business units, and customer support models.

Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.

Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.

Support the onboarding of new products, teams, and operational workflows into Service Cloud.

Recommend improvements to case management, support operations, customer communications, and internal workflows.

Own the design, administration, and continued evolution of the Salesforce customer community portal.

Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.

Design new portal features as customer and business needs evolve.

Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.

Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.

Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.

Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.

Support data quality, data cleanup, imports, exports, and ongoing data governance.

Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.

Roadmap and Stakeholder Management Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements.

Prioritize system requests in partnership with business, IT, support, and operational stakeholders.

Document requirements, configuration decisions, process designs, and release notes.

Train users and create documentation for new features, workflows, reports, and portal capabilities.

Coordinate with external Salesforce consultants, developers, or implementation partners when larger technical projects require additional support.

Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.

Salesforce Administrator

Salesforce Advanced Administrator

Salesforce Platform App Builder

Salesforce Service Cloud Consultant

Salesforce Experience Cloud Consultant

Salesforce Platform Developer I, preferred but not required

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Full-time regular employee offer package:

Pay within range listed + Bonus + Benefits + Equity

Temporary employee offer package:

Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.

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