Salesforce Marketing Cloud & Data Cloud Lead

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.