Salesforce Support Manager

About ITRS Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing. Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

We are looking for a Salesforce Support Manager to come and lead our inhouse Salesforce support Teams and an outsourced service for Salesforce incidents and enhancement requirement overflow. You will be responsible for ITRS global CRM solution “Omni”, a Salesforce based solution, ensuring the efficient and timely development and delivery of Salesforce enhancements and integrations, including their design, development or purchase, implementation, operation, and improvement. Reporting to our Global Head of IT, as Salesforce Support Manager, you will be working with all areas of our company to understand business requirements, prioritise resources and oversee the completion of required CRM service projects. By driving strategic development of all supported platforms and services, you’ll ensure they are available and fit for purpose to meet our needs as we scale our business.

As a Salesforce Support Manager, you will:

• Provide line management for the Salesforce support staff.
• Drive the strategy, scalability, innovation, and best practices for Salesforce and solutions with service improvement reviews and drive improving and tuning services delivered.
• Identity and Access Management (IAM) for Salesforce and integrated solutions.
• Work with other internal IT departments and key business departments to manage enhancements, solution problems, changes, and releases.
• Manage the Salesforce support teams, ensuring that all team members are motivated, and their skills are developed to allow them to support our Salesforce and integrated solutions.
• Manage the commercial and technical management of external 3rd party suppliers, including Salesforce and integrated solutions to ensure excellent service delivery and value for money.
• Manage the outsourced function relationship.
• Ensure the compliance of CRM systems with security, data retention, legal and regulatory policies such as GDPR.
• Assist with IT financial costs including invoice approval, costing, managing and report on IT resources and budgets.
• Recommend and implement necessary solution policies, standards, procedures, and guidelines.
• Assist with internal and client IT infrastructure security questions and audits.
• Assist with Salesforce and Solutions Governance, Risk & Vulnerability Management.
• Implement monitoring and improvement activities to ensure governance and compliance with both internal policies and regulations.

You will have:

• 7+ Years Hands-on experience of Salesforce support and team management.
• Experience of Supporting Certinia.
• Experience supporting Pardot, Clari, Gong would be advantages.
• Experience running multiple implementation projects.
• Experience of Agile project delivery and methodology.
• Experience of 2 of the below Salesforce solutions and integrations would be advantages: ZoomInfo, BriteVerify, LinkedIn Sales Navigator, Zendesk, Conga Composer and Conga Sign.
• A “one team” attitude and a continuous improvement mindset.
• Experience carrying out systems analysis and business process mapping.
• A commercial perspective with industry exposure in Salesforce solutions.

Our Benefits

• Health Insurance and Dental Health Cover for you and your dependants.
• Employee Assistance Programme.
• Pension.
• Flexible Hybrid Working.
• Enhanced Parental Leave.
• Travel Insurance.
• Life Assurance.
• Income Protection.

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.