Salesforce Manager

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage secure and automate their IT environments driving operational efficiency and long-term business success.

Backed by Insight Partners a leading global software investor Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000 Kaseya has built a culture centered around innovation accountability and results. We are a high-growth high-performance organization that values individuals who are driven adaptable and committed to delivering exceptional outcomes for our customers and teammates alike.

At Kaseya success comes from embracing challenges moving with urgency and continuously raising the bar.

Manager Salesforce Operations (L2/L3) BIS

TheManager Salesforce Operationsis responsible forglobal run operations production stability and service deliveryfor the Salesforce platform across Sales Cloud Service Cloud CPQ and related integrations and services. This role ownsL2/L3 operational support incident and problem management change governance and continuous improvementof the Salesforce ecosystem in a24x7 global delivery model.

You will lead regional support teams partner closely with business and technology stakeholders and ensure Salesforce environments aresecure stable compliant and scalableto support Kaseyas growth.

Key Responsibilities

Global Service Delivery & Operations

• Ownendtoend Salesforce production operationsacross global regions.
• LeadL2/L3 supportfor Salesforce Sales Cloud Service Cloud and CPQ
• Ensure adherence toSLAs incident response and escalation protocols.
• Act as theprimary point of accountabilityfor Salesforce availability stability performance and operational health.

Incident & Problem

• Leadmajor incident management including warroom coordination and executivelevel communication.
• DriveRCAand preventative actions to reduce recurring production issues.
• Partner withSalesforce Support and thirdparty vendorsto resolve critical production issues efficiently.

Operational Excellence & Governance

• Standardize operational processes aligned toITIL best practices.
• Define and managerunbooks SOPs monitoring alerting and oncall models.
• Drive continuous improvement inMTTR incident volume reduction backlog aging and operational efficiency.
• Ensure compliance withsecurity SOX audit and regulatory requirements.
• Embedsecuritybydesignandleastprivilege principlesacross Salesforce operations.

Platform & Integration Oversight

• Oversee operational stability for:
  • Salesforce core clouds (Sales ServiceCPQ)
  • Custom Apex Flows and automations
• Ensure stableintegrations between Salesforce and enterprise systems(e.g. NetSuite MuleSoft Snowflake Data Cloud marketing and billing platforms).
• Monitor and managescheduled jobs integrations platform events batch processes and data synchronization pipelines.

Team Leadership & Vendor Management

• Lead mentor and develop ahighperforming Salesforce L2/L3 operations team.
• Managevendor partners and managed service providers including performance quality and cost accountability.
• Supportworkforce planning skill development and shift coverage strategiesacross global regions.
• Promote a culture ofoperational ownership accountability and continuous improvement.

Required Skills & Expertise

Salesforce Platform Expertise

• Strong expertise in enterprisescaleSalesforce operations and support.
• Deep understanding of:
  • Salesforce security model profiles permission sets and sharing
  • Production support troubleshooting and RCA
  • Change & release governance in regulated environments
• Experience withApex Flows integrations (REST/SOAP) and middleware platforms.

Experience

• 7 yearsof Salesforce platform experience in enterprise environments.
• 3 yearsin apeople or operations management role(L2/L3 support engineering or platform operations).
• 5 yearssupporting Salesforce production environments.
• Proven experience working withSalesforce Support and thirdparty vendorsto resolve production issues.
• Experience producingoperational metrics executive dashboards and incident reports.

Communications & Leadership

• Excellent written and verbal communication skills.
• Strong stakeholder management and executive presence.
• Ability to lead teams throughhighpressure production incidents.
• Proven mentoring and peopledevelopment capabilities.

Education

• Bachelors degree or equivalent inComputer Science Information Technology Engineering or a related field.

Preferred Certifications

• Salesforce Administrator Advanced Administrator Platform App Builder or Architect certifications (preferred not required).

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.