Team Lead, Tier I and II Support of GTM Applications

As the Team Lead of the Tier I and Tier II Support of GTM Applications team, you will be instrumental in supporting, optimizing and augmenting our Salesforce and Go-to-Market applications. The primary focus will be on SFDC Application Administration and Configuration utilizing declarative development techniques for effective customization aligned with organizational needs. Additionally, the Tier I and Tier II Support Team extends to critical data stewardship for GTM applications and tight knit collaboration with Software Engineering teams for seamless integration. Queue management and delivering exceptional customer service to stakeholders, such as Sales, Customer Success Managers, and Sales Ops are integral to a successful Team Leader. This position is ideal for someone who is deeply curious, thrives on optimizing Lead-to-Contract platforms and provides excellent customer support. An individual who understands what good looks like in future state of the systems and enjoys contributing to a dynamic work environment will be effectivein leading the Tier I and Tier II Support team towards success. Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla. You need to be based in Mexico at one of these locations. 

Responsibilities

• As the Team Lead for the Tier I and Tier II Support within the GTM Applications team, you will be at the forefront of optimizing our Salesforce and Go-to-Market applications. Your role encompasses a spectrum of responsibilities, including: 
Salesforce Administration and Configuration through Declarative Development: 
• Serve as the lead IT administrator of Salesforce responsible for roadmap and architecture including configuration, user management, report generation, version planning, licensing, and platform upgrades. 
• Lead the customization and optimization efforts of the Salesforce platform, employing declarative development to tailor the system to our organization's specific needs. 
• Proactively identify gaps in data model, page layouts and object configuration in order to streamline key business process within the platform 
• Develop Salesforce dashboards, interfaces, database functions, and platform modules. 
Daily Production Support: 
• Own daily production support of applications within your scope, ensuring seamless operations and timely issue resolution. Applications in scope include Salesforce and Lead-to-Contract homegrown applications.  
Bug Triage and Production Incident Handling: 
• Utilize a systematic approach to triage bugs and handle production incidents efficiently, minimizing their impact on operations. 
• Communicate and document effectively workarounds and updates through resolution lifecycle 
• Work with engineering teams to effectively identify and resolve back end production issues 
App Health Monitoring: 
• Actively monitor the health of applications, identifying and addressing potential issues proactively to maintain a robust and reliable application environment. 
GTM Application Data Stewardship: 
• Ensure the integrity and quality of GTM application data, implementing best practices for data management and collaborating with relevant teams to uphold data standards and compliance. 
• Develop and maintain data models and data integration strategies to ensure consistent and accurate data collection and reporting across Salesforce and related systems. 
Support Queue Management and Customer Service: 
• Lead support queues to provide exceptional customer service to key business stakeholders, including Sales, Customer Success Managers, and Sales Ops. Your responsiveness and effective communication will be pivotal in meeting their needs. 
• Manage workforce allocation to cover multiple time zones, holiday calendars and support needs. 
• Ongoing management of support team KPIs, SLAs and quality of service.  
SFDC Object Architecture Design and Reviews: 
• Collaborate closely with the team to support the design and reviews of the core SFDC object architecture. Align these efforts with Rackspace’s data model to ensure a robust, scalable, and strategically aligned Salesforce architecture. 
• Maintain a high level of knowledge on the Salesforce platform and associated technologies to ensure a best-in-class operating environment. 
• Your leadership will be instrumental in driving the success of our GTM Applications team, ensuring optimal performance, streamlined processes, and an enhanced user experience. Forming deep connections to business stakeholders and becoming a trusted and reliable point of contact to leadership is key to success.  

Qualifications

• Bachelor’s degree in computer science, business, engineering, information technology, information systems, software engineering, , or equivalent work experience. 
• 3+ years in a Salesforce administration role. 
• 1+ years in a team leadership position overseeing Salesforce Administrators and managing support queues 
• Current Salesforce certifications (Administrator/Advanced Administrator, Platform Developer 1 or 2, App Builder, Sales/Service Cloud), multiple certifications preferred. 
• Deep knowledge of Salesforce Sales Cloud and CPQ 
• Experience with Salesforce admin tools, such as data loading tools, automation tools, and debug tools (data loading tools including data loader, data import wizard, automation tools like low, and data tools like Salesforce Workbench). 
• Experienced in developing and implementing custom system integrations between Salesforce and other systems using technologies such as REST, SOAP, and middleware platforms. 
• Experienced in troubleshooting custom integrations. 
• Excellent attention to detail. 
• Excellent verbal and written communication skills: The ability to communicate effectively, articulate your thoughts clearly. 
• The ability to communicate effectively with others both individually and in front of an audience including the ability to organize your thoughts and deliver a message clearly. 
• History of successfully managing vendors and partners to ensure requirements are delivered to standard. 
• Ability to occasionally work outside regular business hours for Salesforce projects, events, and/or problem resolution. 
• Maintain a high level of aptitude, be eager to learn, and seek critical feedback as a means for improvement 
Software/Tools
• * SFDC CRM (Deep, Daily)
• * Jira (Deep, Daily)
• * Tableau (User understanding)
• * Office 365 (Deep in Excel and PowerPoint, Daily)
Discover your inner Racker: Racker Life

*Assigned to regular working hours*LI-GP1*LI-RemoteAbout Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.