Salesforce Client Manager

Who We Are:

Synaptic Advisors is a Salesforce implementation partner focused on transforming customer operations. Our team, tools, methods, and offerings are all built and proven to ensure we deliver on our promises and rise to meet our customers' expectations. Our team consists of certified experts with experience across the Salesforce Customer Success Platform and multiple industries. Our leadership team is comprised of industry experts and high risers, and we grew our business by 40% in 2021. Our customers include many of the Fortune 500 who love our personal approach to business and sound program execution.

Synaptic is also the premier partner for one of the fastest growing ISVs in the Salesforce ecosystem. Youreka, our sister company, is a leading Salesforce ISV partner specializing in the development and deployment of secure, cloud-based enterprise applications on the Salesforce platform.

Since 2008, we have helped businesses solve critical operational challenges and accelerate growth across a variety of complex verticals, including Health & Life Science, Oil & Gas/Energy, Consumer Goods & Retail and Manufacturing. Our mission is to help our customers get the most out of their Salesforce investment with world-class professional services and applications. We are committed to growing and developing our Salesforce talent, offering continued growth opportunities, and exposing our people to interesting and diverse projects. Join us!

Position Overview:  

The Salesforce Client Manager role is to build a trusted and valuable partnership with our managed services clients. The Client Manger (CM) will be responsible for building a short, mid, and long-term strategy that will position the client to leverage their investments most effectively with Salesforce.com.  Tactically, the CM will collaboratively lead a team of internal and client resources to provide immediate value through post-implementation support, solution design, and development, to solve ongoing critical business issues. Strategically, the CM will be the client relationship owner and their most trusted ally. 

Consulting and Client Engagement: 

• Apply business acumen, technical, and declarative skills to quickly assess, diagnose, and design solutions to address business needs via Salesforce.com
• Conduct workshops to understand the key goals of client and utilization of the Salesforce platform
• Provide sound consulting guidance related to best practices, adoption, platform development, leveraging additional ecosystem functionality and Salesforce releases to streamline business processes
• Establish communication plan and clear ownership of processes and functions between Client and Synaptic teams

 Project Management:

• Produce, publish, and manage all internal and external support communications for customers, partners, and internal staff
• Assist client Product Owner to define user stories and acceptance criteria for each functional business requirement
• Review, append, and execute client backlog to help them consistently improve their processes 
• Document system requirements as requested
• Coordinate and facilitate User Acceptance Testing, End-to-End testing, and System Testing
• Respond to and resolve client calls, emails, and web support cases
• Organize and execute deployments
• Collaborate with internal resources to create and implement development team tickets

Salesforce/Software/System Development:

• Perform gap analysis between Salesforce functionality and client requirements; present solution and configure Salesforce.com as required 
• Manage technical scope and client expectations, including management of development and technical resources both on and offshore
• Gather sufficient information for troubleshooting development-related issues
• Provide basic product support troubleshooting for Synaptic’s proprietary applications
• Train clients on Salesforce.com functionality

Required Qualifications:

• 3+ years consulting experience; 3+ years’ experience administering Salesforce.com; 3+ years’ experience managing projects involving CRM platforms or relational databases
• com certifications (some combination of Advanced Administrator, App Builder or Sales Cloud/Service Cloud)
• Consulting and CRM experience
• Knowledge of Salesforce Apex Data Loader and equivalent third-party data loaders
• Experience with Agile or similar software development methodologies
• Strong understanding of core database concepts
• Experience producing functional specifications documentation
• Proficient with Google Apps, MS Office, and Lucid Charts
• Outstanding communication skills, with both the internal team and clients

Desired Qualifications:

• Conversational knowledge of HTML, Java or Apex is a plus
• BA/BS degree in Computer Science or Engineering (or equivalent work experience in lieu of degree

We have:

• An amazing team focused on doing #Whateverittakes to help our clients and teammates be successful.
• A calling to innovate and improve every day.
• A competitive benefits and compensation package.
• Room for rapid growth and an emphasis on talent development.
• A fun, casual team environment with co-workers who will make you feel like you are an important part of our team, engage you in developing innovative solutions to challenging problems, and help you leverage your strengths to make all of us better!
• A great benefits package including medical, dental, vision, 401k, AD&D and Life Insurance coverage, employer paid short term disability coverage, wellness initiatives, and more!
• Competitive Paid Time Off (PTO) package that includes time in service increases, Volunteer Time Off (VTO), Holidays, and flexible work schedule.

Synaptic does not discriminate in employment opportunities, terms, and conditions of employment, or practices based on race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.