Customer Care Manager - Salesforce

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Job Description

Job Title: Customer Care Manager - Salesforce

Team: Professional Services - Consulting

Contract: Permanent Full-Time

Location: Central Houston

About Endiem

We’re a super fun, high energy, slightly whacky Salesforce consulting company in central Houston searching for a full-time Delivery Lead with outstanding technical and business experience as related to Salesforce.  We're a small team who radically improves our customers’ business practices and so everyone who joins us has a direct impact on the direction and success of Endiem and our clients.

As Houston’s fastest growing Salesforce partner you will never be bored working here; every day is different and each project is unique so while we strive to exceed customer expectations we have a great time executing on our projects. Your intellect, passion, compassion, and integrity will be met with a level of enthusiasm and commitment from us to help you do your best and to be your best.

If you’re interested, so are we! And, if you feel your background is a good fit for this role, apply today to find out more and learn why your future should be with Endiem.

About The Role

The right candidate will serve as the Customer Care Manager for our ongoing Salesforce support customers. You will manage and execute against agreed SLAs and deliverables for Salesforce support tickets as they arise throughout the day/week. Your typical day will include collaborating with Endiem and customer teams to work on open cases such as designing and building complex formulas, implementing net new requirements (functional and technical), delivering customer requests for analytics, documenting orgs and work processes, managing the release of new features and ensuring the good health of customer orgs and the related data along with daily customer video calls to demonstrate and sign off cases.

You should not just “know” Salesforce but rather know how to use Salesforce to solve business problems and to create opportunities for growth (both the customer’s and our’s), and you will be responsible for your own work including the successful execution of a wide variety of very challenging mini projects.

You will nerd out when leading functional discovery sessions and you should be able to write up very specific design documents for your Endiem team members to execute against. You should be comfortable working face-to-face with customers, other consultants, and analyst teams. As the Customer Care Manager at Endiem, you will make an immediate impact by performing the following functions:

  • Operating as the go-to lead for everyday Salesforce challenges regarding configurations, integrations, user troubleshooting, security challenges, and analytics needs

  • Participating in technical planning & requirements gathering phases including designing, developing, testing, troubleshooting, and then documenting the engineered applications

  • Formulating and implementing Salesforce solutions that parallel overall business strategies to foster the client’s growth and continuity

  • Participating in daily standups and working with the Scrum Master and QA Team on projects, issues, timelines, and priorities

  • Reviewing, analyzing, and evaluating business systems, models, requirements, and needs

  • Managing the execution of mini Salesforce development projects with a team of Developers on time and on budget with excellence

  • Drive the positive evolution of our Support product by sharing with the Endiem team insights which thoughtfully represent our customers' needs, wants, and desires for our services, alongside the context of their business, their personas, and their culture

  • Analyzing/identifying areas of risk, collaborating on technical solutions and developing plans to minimize risk and communicate to clients

  • Preparing and delivering key documentation such as User Stories, Business Process, Process Flow Analysis, Requirements Definitions, Configuration Workbooks, Data Models, Detailed Functional Designs, ERDs, Executive Summaries, and Project Post-Mortems

  • Mentoring and supporting the professional development of the Endiem team and other staff as we build our world-class delivery group 

Experience & Qualifications

The right candidate for the Customer Care Manager at Endiem would ideally be a graduate caliber individual who is highly inquisitive, independent, technology-literate and possesses:

  • 8+ years of post-education experience in a professional role in business

  • 4+ years of demonstrated Salesforce configuration experience

  • Strong experience in delivering application/solution on the platform, including configurations, process builders, workflows, outbound messaging, custom objects, data update, and database design

  • Deep and hands-on configuration experience with Salesforce Lightning

  • Working knowledge of SaaS integration tools frameworks (DellBoomi, Mulesoft, APIs, etc.) is a plus

  • Software development life cycle: experience in deploying features from lower sandboxes to a production environment and addressing issues related to functionality, integration, merging, mock validating new and existing changes, etc.

  • Software development life cycle: executing against deliverables from discovery to design, build, iteration changes, QA, UAT, deploy and train

  • Adept at moving quickly between low-level execution and high-level strategic thinking for multiples organization in conjunction with their Salesforce strategic roadmaps

  • A passion for solving business problems with creativity, empathy, and pragmatism

  • Excellent interpersonal skills - you build trusted relationships with both customers and colleagues

  • Attention to detail is critical

  • Excellent communication skills along with great listening skills and excellent business writing skills

  • Ability to think critically and analytically while working in a fast-paced environment

  • Certified Salesforce Platform Developer (aka Dev401)

  • Graduate caliber in any discipline, though ideally a 4-year college degree in IS or Management, Business Administration or Project Management is preferred

About Working At Endiem

Everyone here is a grown up. Your passion for Salesforce and for doing a great job will drive your desire to work here but, because we live and breathe our values we also offer:

  • Endiem Days Of Action. We always participate in wellness days, community days and birthdays!

  • Career Development Plan. You will have the opportunity to drive your career not just through the delivery of work but by determining your own ambitious training goals and acting on them

  • Community Contributions. We encourage you to participate in your local community events at school, place of worship, sports, etc and we will make a cash donation to support those efforts

About Travel

We’re not road warriors by any means but this role will occasionally take you on the road:

  • Must be open to occasional project travel (which may include a rare weekend)

  • About 20%

Employment Type

  • Permanent and full-time

  • Candidate must have proof of the right to work in the United States.

  • Houston candidates only or willingness to relocate to Houston

  • We are an equal opportunity employer and love diversity at our company!  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status

Absolutely no recruiters, please.

Interested? Tell us a bit about yourself....