About the Company
A leading automotive organization is hiring a Support Lead with strong Salesforce Marketing Cloud and Data Cloud skills to run 24x7 production support across its global implementations.
About the Role
In this role, you'll be the go-to person for customer support, teaming up with business stakeholders, technical experts, and offshore colleagues to keep the platform stable, fix production issues quickly, and make operations run more efficiently.
Responsibilities
- Oversee day-to-day production support for Salesforce Marketing Cloud and Salesforce Data Cloud across multiple global regions.
- Act as the primary escalation point for production incidents, service requests, and platform issues.
- Partner with offshore support teams in India to maintain seamless 24x7 coverage.
- Lead incident and problem management, perform root cause analysis (RCA), and put preventive and corrective actions in place.
- Monitor platform performance, campaign execution, data integration workflows, audience segmentation, and customer journey operations.
- Meet support SLAs, track service performance metrics, produce reports, and keep stakeholders informed with timely updates.
- Collaborate with development, architecture, and business teams on issue prioritization, technical enhancements, and release planning.
- Manage change management processes, validate deployments, and monitor platform performance after each release.
Qualifications
- 7+ years in application support, managed services, or production support operations.
- Hands-on experience with Salesforce Marketing Cloud and Salesforce Data Cloud.
- Experience supporting enterprise marketing platforms, customer engagement solutions, and data-driven marketing operations.
- Proven ability to lead globally distributed support teams and handle high-priority production incidents.
- Willingness to work Eastern U.S. business hours and coordinate effectively with offshore teams.
- Strong communication, customer relationship management, stakeholder coordination, and team leadership skills.
Required Skills
- Hands-on expertise in Salesforce Marketing Cloud.
- Hands-on expertise in Salesforce Data Cloud.
- Background in application support, managed services, or production support operations.
- Customer relationship management and stakeholder coordination.
- Team leadership.
Preferred Skills
- Automotive industry experience, with an understanding of customer lifecycle management and marketing operations.
- Familiarity with Salesforce integrations, Customer Data Platforms (CDPs), and marketing analytics solutions.
- ITIL certification and/or hands-on experience with IT Service Management (ITSM) tools, frameworks, and processes.
