Arrow - Salesforce Support Manager (10-15 yrs)

Role : Salesforce Support Manager

Work location : Bangalore

Work mode : Hybrid (3 Days office)

What you'll be doing :

- Proactively seek out and identify needed system changes.

- Proactively gather feedback from users.

- Manage system changes without interruption to the user.

- Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation.

- Gather requirements from end users.

- Modify the system to increase benefits and usability.

- Manage the change control process and Change Management Committee if appropriate.

- Manage all processes that impact / relate to Salesforce.com.

- Manage new releases of SFDC and efficiently roll out new features.

- Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.

- Create custom objects when necessary.

- Handle on-going customization/ alteration of Salesforce.com.

- Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.

- Create new reporting capabilities and respond to ad hoc reporting requests as needed.

- Provide support functions as needed.

- Provide sales and financial data to company executives.

Maintain System, Security and Integrity :

- Map salesforce.com hierarchy and territories in response to personnel changes.

- Reassign Accounts, Contacts, and Opportunities in response to personnel changes.

- Grant/ remove and maintain user licenses.

- Maintain security including sharing rules and security levels.

- Design, Create and maintain user roles, profiles and hierarchies.

- Monitor application storage usage and archive data as needed.

User Assistance, Training, Adoption and Satisfaction :

- Create and administer training to existing or new users/groups.

- Provide one to one training to end users on an on-going basis.

- Expand use of Salesforce.com attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.

- Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales and leads.

- Communicate regularly with user base regarding new features, enhancements and changes to the system.

- Monitor usage and mentor users/groups needing assistance.

- Continually seek ways to further enhance the end-user experience.

- Be the company SME on Salesforce.com.

Process Creation, Documentation and Maintenance :

- Document company processes and workflows.

- Develop process documentation and field maps.

- Create new processes and associated reporting.

Data Quality, Migration and Maintenance :

- Assist with migration from older systems/processes into Salesforce.com.

- Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.

- Import data as appropriate.

- Monitor and manage exception logs for back end system integration with SFDC.

- Manage duplicate records.

- Monitor and improve data quality.

- Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; performing mass uploads and updates of data as required; Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.

Report and Dashboard Creation and Maintenance :

- Create and maintain dashboards.

- Create and maintain reports including folder maintenance.

- Develop complex, macro driven reports to summarize system information for Senior Management.

- Build and manage report folders for reps to improve sales efficiency.

What We Are Looking For :

- Overall 10+ years of experience in Salesforce.

- Candidates must possess a minimum of 6 years of professional experience in the web development field.

- Experience in support role in Salesforce.

- Certification is mandatory

- Team handling experience.

- Good communication and interpersonal skills.

About Arrow :

Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 133 and one of Fortune Magazines Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen.