Job Openings Salesforce Service Manager

About the job Salesforce Service Manager

Responsibilities

Service Operations & Delivery

  • Manage end-to-end Salesforce Service Cloud operations across customer care channels (call center, digital, field service)

  • Ensure system availability, performance, and scalability for high-volume telco environments

  • Oversee incident, problem, and change management aligned with ITIL practices

  • Monitor and ensure SLA/KPI compliance (response time, resolution time)

Telco Process Enablement

  • Design and optimize customer service processes, including:

    • Order management and order fallout handling

    • Billing inquiries and dispute management

    • Service activation, suspension, and termination

    • Complaint and escalation management

  • Support omnichannel engagement (voice, chat, email, social, self-service)

  • Implement case deflection strategies via automation and knowledge base

Platform Management & Integration

  • Lead configuration and enhancement of Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, CTI)

  • Manage integrations with telco systems (billing, OMS, CDP, network/provisioning)

  • Ensure data consistency and real-time system integration

Customer Experience & Transformation

  • Drive CX improvement initiatives and reduce call center workload

  • Implement automation solutions (Flows, AI chatbots, self-service)

  • Support digital transformation programs aligned with telco customer journeys

Team & Vendor Management

  • Lead cross-functional teams (admins, developers, support engineers, BAs)

  • Manage vendors/system integrators to ensure quality delivery, timelines, and cost efficiency

Governance & Reporting

  • Ensure compliance with telecom regulations and data privacy standards

  • Maintain system documentation and audit readiness

  • Track and report key KPIs (FCR, AHT, backlog, CSAT/NPS)

  • Provide insights for continuous service improvement

Requirements

Experience & Qualifications

  • Bachelor's degree in IT, Telecommunications, Business, or related field

  • 6–10+ years of Salesforce experience, with strong Service Cloud expertise

  • Proven experience in the telecommunications domain (mandatory)

  • Experience managing large-scale customer service platforms

  • Salesforce certifications (Administrator, Service Cloud Consultant) preferred

Technical Skills

  • Strong expertise in Salesforce Service Cloud (Case, Omni-Channel, Knowledge, CTI)

  • Experience integrating Salesforce with telco systems (billing, OMS, provisioning)

  • Knowledge of APIs, middleware (e.g., MuleSoft), and microservices architecture

  • Familiarity with automation tools (Flow, Einstein Bots)

  • Understanding of telco data models (customer, product, subscription, usage)

Domain Knowledge

  • BSS/OSS architecture and telco ecosystem

  • Subscriber lifecycle management

  • Prepaid/Postpaid billing models

  • Trouble ticketing and service assurance

  • Telecom regulatory compliance



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