Inside Sales, MedTech
IQVIA
Manager, Salesforce Service Cloud
Udemy
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Colorado, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $139,000 - $174,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead and coordinate the successful rollout of Salesforce Service and Experience Clouds, partnering with external vendors, internal stakeholders, and cross-functional teams
- Partner closely with implementation vendor during initial setup and take full product ownership post-launch
- Serve as the Product Manager for Service and Experience Clouds post-implementation, overseeing system stability, continuous improvement, and roadmap execution
- Develop and maintain a strategic roadmap and product backlog for future enhancements and projects based on business priorities and ROI
- Build strong partnerships with the Global Customer Operations team to understand user pain points and opportunities for automation and optimization
- Translate complex support workflows into scalable Salesforce solutions using declarative features (Flows, Omni-Channel, Knowledge Base) or code in collaboration with developers
- Lead and manage Service Cloud developers and administrators, providing technical guidance and collaboration coaching
- Facilitate user acceptance testing (UAT), change management, and adoption across regions and teams
- Stay ahead of Salesforce product releases and recommend high-value features and optimizations
Requirements
- 5-10 years of experience implementing or managing Salesforce Service Cloud in high-growth or global organizations
- Experience with Experience Cloud (customer/self-service portals, partner communities)
- Required: Salesforce Administrator Certification
- Preferred: Salesforce Platform App Builder Certification
- Preferred: Salesforce Service Cloud Consultant Certification
- Preferred: Salesforce Experience Cloud Consultant Certification
- Deep understanding of Salesforce core platform architecture and Service Cloud capabilities
- Advanced administrator skills and hands-on experience building automation with Flows and other declarative tools
- Growing knowledge of AI applications in customer support environments
- Experience managing a technical team (developers/admins) and influencing across functions
- Strong understanding of customer support operations, contact center processes, and case management best practices
- Familiarity with Agile/Scrum methodology, sprint planning, and backlog grooming
- Experience managing project timelines, resources, and deliverables
Benefits
- In addition to a base salary, this role is also eligible for equity.
- Full access to Udemy courses
- Monthly UDay to invest in yourself
- A budget to spend on whatever helps you improve
- Region-specific benefits (Australia, India, Ireland, Mexico, Turkiye, US); see benefits pages for details
- Benefits designed to provide protection and care for you and your family (vary by region)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforce Service CloudSalesforce Experience CloudSalesforce core platform architectureautomation with Flowsdeclarative featuresproject managementcase managementAgile methodologyScrum methodologyuser acceptance testing
Soft skills
leadershipcollaborationcommunicationinfluencingstrategic thinkingproblem-solvingstakeholder managementcoachingchange managementrelationship building
Certifications
Salesforce Administrator CertificationSalesforce Platform App Builder CertificationSalesforce Service Cloud Consultant CertificationSalesforce Experience Cloud Consultant Certification
