Territory Lead (Salesforce Global Defect Triage and Management)

Territory Lead (Salesforce Global Defect Triage and Management)
US - FL - Tampa

  • Territory Lead (Salesforce Global Defect Triage and Management) in Tampa, FL
  • 5 month contract
  • Should be East or Central Coast based (although will consider a West Coast candidate) with the ability to work across many different time zones.
  • In depth understanding of existing functionality (client management, access control model, opportunity functionality, etc). Both technical (at least high level) and business perspective.
  • Defect triage and management (daily) across all territories
  • Communication with Dev, QA, Support, and Stakeholder teams of defect status
  • Weekly communications of completed defects to end user stakeholder comms group
  • Ownership of "preview" period for defects only 
  • Coordination with functional team to understand upcoming release candidate in detail
  • Coordination with functional team of documentation that would go to end users
  • Formalize documentation of the defect remediation process as it relates to preview
  • Support kick off conversations (lead by the functional team) to describe preview defect review process
  • Direct, or redirect cases/questions, and only escalate to defects as necessary
  • Weekly communication to end users (business, technical, support) of overall status
  • Active use of project management tool (pForce)
  • Defects, and reporting primarily
  • Responsible for creating pForce users
  • 5+ year experience in Salesforce configuration and implementing CRM systems
  • Required, Salesforce Administrator or App Builder certification 
  • Ability to learn/digest custom Salesforce build quickly -- business AND technically oriented
  • Must have excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making and problem solving skills.
  • Must be a team player as demonstrated through a customer qualification of a global large scale/enterprise implementation with multiple workstreams. 
  • Experience working with external IT supplier & global and virtual teams
  • Experience working independently with business and IT teams
  • Detail and process oriented
  • Proven critical thinking and decision making skills in an expedient and efficient manner. 
  • Experience with case/defect triage, and support processes
  • Strong project management skills, including status updates and reports. 
  • Undergraduate Degree (e.g., BA, BS) or equivalent experience

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