Product Support Manager at Robert Half International in San Ramon, California

Job Description:

JOB REQUISITION

LOCATION

JOB DESCRIPTION

Robert Half is seeking an experienced Product Support Manager to join our Operations team. Having rolled out one of the world’s 10 largest Salesforce instances, our operations teams now use the core Salesforce platform, Community Cloud, Marketing Cloud and a wide variety of other tools to deliver and support cutting-edge solutions for both internal and external users. If you have a passion for delivering and supporting great solutions and are as enthusiastic about the Salesforce platform as we are, this is the next job you should apply for.

• Responsible for day to day production support, troubleshooting issues, issue resolution or escalation. 


• Responsible for root cause analysis/reproduction of issue, management communication and client relationship management in partnership with IT Support members. 


• Monitors process and software changes that impact production support, communicates project information to the production support staff and raises production support issues to the project team.  


• Develops and tracks key metrics / KPIs and targets, developing plans to achieve those targets and proactively communicating progress


• Salesforce support including Force.com platform features (eg Apex, Lighting Components, Lightning Web Components, SOQL, SOSL, Visualforce, Workflows, Objects, security model, etc).


• Evaluates and translates customer data into product/service definitions and product marketing plans that anticipates customer’s current and future needs, internalizing and representing the voice of the customer to the team throughout the product lifecycle.


• Uncovers customer trends through benchmarking, networking, and research including online forums, user feedback, and internal customer interaction.  


• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.


• Participates in product requirement definition and feature identification, including documentation of prioritized feature sets as needed.


• Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert.


• In depth Functional knowledge of the application(s) supported and interdependencies.


• Evaluates and recommends changes as needed.  

Qualifications:

• Bachelor’s degree in marketing, business, design, or related field preferred; or equivalent experience


• 5+ years product management experience required, preferably with business application systems


• Experience in an IT department or related field preferred

• 1 to 2 years’ in Salesforce: Apex, Visualforce, Workflow, Triggers, Salesforce integrations


• Familiarity with Cloud Computing Services: AWS, ELB, EBS and RDS

• Analyzing and identifying root causes, fixing issues on the custom home-grown CRM system, and Pentaho platforms for 17 countries, 400 branches and over 10,000 users.


• Performing Salesforce App. user support and operations analysis on various Force.com platforms including Sales, Service, Marketing, Community, and Analytic Cloud. 
  
  
  • Performing Salesforce administration including managing user permissions and configuring and monitoring metadata on Salesforce and preserving the data security across various Force.com platforms by implementing the Hierarchy Models, creating new profiles and permission sets, sharing rules, and public groups.
  
  
  • Ability to interact and communicate with customers of varying levels of expertise
  
  
  • Ability to communicate complex technical information to less technical users                                                          
  
  
  • Ability to communicate in-depth business processes to technical resources                                                  
  
  
  • Ability to create very complex process flow diagrams or flowcharts that demonstrate business or system process flow                                                    
  
  
  • Ability to gather requirements effectively; document requirements and confirm observations with business owners. 
  
  
  • Ability to perform fit/gap analysis based on requirements.                                        
  
  
  • Ability to create detailed and complex test plans for medium-sized initiatives                           
  
  
  • Ability to prioritize job responsibilities
  
  
  • Demonstrated Customer Service abilities
  
  
  • Demonstrated problem solving skills
  
  
  • Knowledge of business systems software
  
  
  • Knowledge of Software Development Lifecycle
  
  
  • Ability to develop and manage multiple enterprise-wide project plans, meeting established deliverables and timelines
  
  
  • Ability to execute based on directions from senior team member
  
  
  • Ability to provide guidance, mentoring, and
  
  
  • day-to-day support to lower level personnel
  
  
  • Ability to conduct training
  
  
  • Ability to create thorough and complex documentation
  
  
  • Ability to facilitate, conduct meetings, gather information, and present status
  
  
  • Ability to design business solutions for new processes and new business practices.   
  
  
  • Adaptability and demonstrated good judgment
  
  
  
  

At Robert Half, there’s more to us than what we do. Learn about our values and what it’s like to work for the largest specialized staffing firm in the world at our San Ramon, California, Corporate Services office. Take a look at roberthalf.com/corporate-office-video.

Follow us on Twitter @RH_Corp_Jobs for Robert Half Corporate Services job openings and career and workplace news!

Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.

Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to corporaterecruiting@roberthalf.com for assistance.

In your email please include the following:

• The specific accommodation requested to complete the employment application.


• The location(s) (city, state) to which you would like to apply.

To apply:

You may apply for this position by email or regular mail. Please send your cover letter and resume to:

By email:           

corporaterecruiting@roberthalf.com 

By mail:             

Corporate Staffing

Robert Half

2613 Camino Ramon

San Ramon, CA  94583-9128

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