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Salesforce Operations Manager

Salesforce Operations Manager
Job Title: Salesforce Operations Manager
Reporting To: Salesforce Function Lead
Location: Hybrid Wilmslow & Home-based or Remote
Salary: £50,000


The Opportunity


Citation Group is a group of companies operating in the HR & Health and Safety Consultancy space.

As a group we have aggressive growth ambitions to scale our business over the coming months and years.

Salesforce is our primary Sales and Service Operational platform.


We are Seed > Lead > Sale > Ledger > Service all on one org.


Our Salesforce suite includes:


, Sales Cloud
, CPQ
, Vonage
, Pardot
, Service Cloud
, Field Service lightning
, Experience Cloud
, Financial Force ERP
, Multiple system integrations


You will be a senior member of the Salesforce function - growing to c40 heads of internal and off-shore resource by the end of the calendar year.

You will be responsible for continuous platform improvement & optimisation.
We run a fluid agile operating model, which means our technical resource will rotate across operational/project initiatives to avoid single points of failure and to ensure all team members are continuously learning across our entire Salesforce stack.


The Role


The responsibilities of this role are focussed around delivering a balanced combination of the following:


Small change


, Own the prioritisation of the small change backlog
, Act as gatekeeper for this work to flow into the team, with a ruthless focus on protecting team resource to ensure we're working on the most important tickets
, Ensure we're giving appropriate time to all divisions and business units
, Work with the business to ensure they're getting the most out of salesforce


Service desk


, Determine and maintain business performance against agreed SLAs
, Take ownership of severity one issues through to delivery
, Ensure repeatable tasks are effectively documented and maintained


Continuous Platform Improvement & Optimisation
, Own the delivery of initiatives to proactively improve the performance of our Salesforce Org
, Implement against agreed design best practices
, Collaboration with Salesforce platform product teams to ensure we're always able to realise the benefits of new features releases


The Person


A senior colleague within the Salesforce team is expected to demonstrate the following qualities and behaviours:
, Take ownership of issues through to production and into service
, Line manage effectively through trust and empowerment
, Lead by example and inspire those around you to operate continuous learning and improvement
, Enable your team to deliver efficiently by clear communication and setting SMART objectives
, An unwavering focus on delivering a first-class service to internal and external customers
, Leverage a coaching first style of management to develop the skills and behaviours of team members


The ideal candidate will have a selection of the following experiences:


, Multiple years of hands-on Salesforce Experience
, At least Salesforce Admin certified
, Deep platform experience of Sales Cloud
, Any Mar-tech experience is a bonus
, Experience of complex Salesforce Orgs (e.g.) multi-org, multi-business, multi-nation, multi-currency setups
, Experience and desire to work Agile leveraging a Scrum methodology
, Being a JIRA wizard would be a bonus
, Exposure to Source control is a bonus
, Exposure to or experience of Salesforce Development is a bonus


If this sounds like you, click apply!