We are looking for a skilled Salesforce Technical Lead with deep expertise in Service Cloud and Commerce Cloud to support our ongoing digital initiatives. Reporting to the IT Coordinator in Naples, you will lead the design, implementation, and operational management of Salesforce Service Cloud and Commerce Cloud solutions. This role will involve working closely with cross-functional teams, ensuring high system availability, and overseeing the integration of Salesforce platforms with our existing IT infrastructure.
Key Responsibilities:
- Service Cloud & Commerce Cloud Management:
- Lead the implementation and optimization of Salesforce Service Cloud and Commerce Cloud, ensuring alignment with business objectives.
- Oversee the day-to-day operational support of both platforms, ensuring seamless customer and commerce experiences.
- Work closely with the IT Coordinator in Naples to plan and execute strategic initiatives, while providing technical oversight for Salesforce-based projects.
- Team Coordination & Leadership:
- Manage and mentor a team of Salesforce developers and administrators, ensuring effective collaboration and knowledge sharing.
- Coordinate with the IT team to integrate Salesforce solutions into the overall IT landscape, ensuring data integrity and system stability.
- Provide support for complex troubleshooting and system enhancements, leading efforts to resolve technical challenges.
- Project Management:
- Lead end-to-end Salesforce projects, particularly for Service Cloud and Commerce Cloud, ensuring they are delivered on time and within budget.
- Liaise with business stakeholders to gather requirements and translate them into technical specifications for the Salesforce team.
- Work with the IT Coordinator to create a roadmap for future upgrades and integrations with other systems.
- Operational Oversight:
- Monitor the performance and usage of Service Cloud and Commerce Cloud, ensuring optimal system performance and scalability.
- Ensure that the platforms are integrated effectively with existing CRM, eCommerce, and customer service systems.
- Develop operational metrics and reporting to monitor key performance indicators (KPIs) and customer success.
- Stakeholder Communication:
- Act as the main point of contact for Salesforce-related discussions with internal teams, vendors, and partners.
- Collaborate with stakeholders in Naples and other global offices to ensure alignment across teams.
- Regularly report on progress, system status, and upcoming changes to both technical and non-technical stakeholders.
Required Qualifications:
- Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Salesforce certifications (Salesforce Service Cloud, Commerce Cloud, or other relevant certifications) preferred.
- Experience:
- Minimum of 5+ years of experience in Salesforce development and implementation, with at least 2+ years focused on Service Cloud and/or Commerce Cloud.
- Proven experience in managing Salesforce technical teams and leading complex projects.
- Strong experience with Apex, Visualforce, and the Lightning platform.
- Familiarity with API integrations and cloud infrastructure management.
Skills & Competencies:
- Expertise in Salesforce Service Cloud and Commerce Cloud, including configurations, customizations, and integrations.
- Solid understanding of CRM processes, customer service workflows, and commerce functionalities.
- Strong leadership and project management skills with a demonstrated ability to drive projects from concept to completion.
- Excellent problem-solving skills and ability to work under pressure.
- Effective communication and interpersonal skills, with the ability to interact with cross-functional teams and senior management.
Preferred:
- Experience working in a global IT team or a multi-site organization.
- Familiarity with Agile methodologies.