Manager, Production Support - Salesforce

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
We are seeking a highly skilled and experienced Production Support Manager - Salesforce to oversee and manage the day-to-day operations of our Salesforce platform. This customer-facing role is essential for maintaining system performance, resolving issues promptly, and ensuring a high level of customer satisfaction. The successful candidate will be responsible for providing leadership and direction to the support team, implementing best practices, and driving continuous improvement initiatives.
You'll Get To:
Team Leadership:

• Lead and mentor a team of support analysts, providing guidance and support as needed.
• Develop and deliver training programs to enhance team skills and knowledge.
• Foster a positive and collaborative team environment.

Salesforce Expertise:

• Possess a comprehensive understanding of Salesforce architecture, functionality, and best practices.
• Configure and customize Salesforce instances to meet specific business needs and optimize user experience.
• Analyze data and reporting to identify opportunities for improvement and optimize workflows.
• Guide and train Salesforce admins to reach new levels of expertise.

Customer Support:

• Serve as the primary point of contact for Salesforce-related issues, ensuring timely and effective resolution.
• Collaborate with clients to understand their needs and provide tailored support solutions.
• Maintain high levels of customer satisfaction through excellent service and communication.

System Management:

• Monitor and maintain the health, performance, and stability of the Salesforce platform.
• Implement and enforce best practices for system usage and data management.
• Coordinate with IT and development teams to address system upgrades, patches, and enhancements.

Issue Resolution:

• Analyze, troubleshoot, and resolve complex technical issues related to Salesforce.
• Develop and implement strategies to prevent recurring issues and improve overall system reliability.
• Maintain detailed documentation of issues, solutions, and best practices.

Continuous Improvement:

• Identify opportunities for process improvements and system optimizations.
• Stay current with Salesforce updates, features, and best practices to ensure the platform is utilized to its fullest potential.
• Drive innovation and efficiency within the support team and broader organization.

What You'll Bring:

• Bachelor's degree in Computer Science , Information Technology, or a related field.
• Minimum 5-7 years of experince in a leadership or managerial role.
• Strong technical skills and in-depth knowledge of Salesforce platform, including Sales Cloud, Service Cloud, and custom applications.
• Excellent problem-solving abilities and a proactive approach to issue resolution.
• Outstanding communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.

We're Even More Excited If You Have:

• Minimum of 5 years of experience in Salesforce administration and support.
• Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Advanced Administrator) are highly desirable.

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
Salary Range:
USD $138,000.00 - USD $184,000.00
Pay Transparency Statement:
Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.