Salesforce Delivery Manager

Position : Salesforce Service Delivery Manager

Experience : 10+Yrs

Support Lead to manage client support operations across integrated platforms including Salesforce , Data Cloud , Marketing Cloud , Loyalty Cloud and MuleSoft APIs . This role involves handling incidents via ServiceNow , executing data load activities, performing root cause analysis, and delivering regular reporting updates to clients.

Key Responsibilities :

• Act as the primary point of contact for client support and issue resolution.
• Manage and triage incoming tickets through ServiceNow , ensuring timely and accurate responses.
• Oversee and perform Data load activities into Salesforce and related systems.
• Conduct root cause analysis for recurring or high-impact issues and drive permanent fixes.
• Ensure smooth operation and integration across platforms including Salesforce, Data Cloud, Marketing Cloud, and MuleSoft APIs.
• Provide support for Salesforce Loyalty Cloud , including troubleshooting program configurations, member data, and engagement workflows.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
• Maintain detailed documentation of incidents, resolutions, and system configurations.
• Identify opportunities for automation and process improvements within support workflows.
• Monitor system health and proactively address potential issues.
• Provide regular updates and reports to stakeholders on ticket status, system performance, and support metrics.

Skills :

• Strong understanding of Salesforce CRM, Data Cloud, and Marketing Cloud functionalities.
• Experience with MuleSoft APIs and integration workflows.
• Proficiency in ServiceNow for incident and change management.
• Hands-on experience with data load processes (e.g., using Data Loader).
• Ability to analyze logs, trace errors, and perform root cause analysis.
• Strong knowledge on REST APIs, Bulk API JSON, and SQL.
• Experience in preparing client-facing reports using tools like Excel or Salesforce Reports.
• Excellent communication, documentation, and client-handling skills.

Experience :

• 7+ years of overall experience in technical support or system operations.
• Minimum 5 years of hands-on experience with Salesforce Core
• Proven track record of handling data load activities , performing root cause analysis , and supporting enterprise-level integrations.
• Experience in managing support tickets via ServiceNow or similar ITSM platforms.

Knowledge of Data Cloud, Marketing cloud , Loyalty cloud with MuleSoft integrations and APIs experience.