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Salesforce Support & Onboarding Lead

3 hours, 2 minutes ago
United States
Full-time
Senior
Implementation Engineer
Customer and Technical Support
CSS HTML Salesforce WordPress
Apply Now
Better Impact

Better Impact

Better Impact offers volunteer and donor management software to streamline engagement and management processes for organizations worldwide, with customizable profiles, training modules, and communication tools.

Internet Software & Services
11-50
Founded 2000
View All Jobs 5

Description

  • Serve as the escalation point for complex customer support issues and work tickets alongside the support team.
  • Own client onboarding from initial consultation through configuration and go-live.
  • Configure Salesforce environments and guide customers through setup and platform adoption.
  • Lead customer trainings and create scalable guides, videos, and knowledge base content.
  • Partner with Customer Success to identify at-risk accounts and opportunities for greater product usage.
  • Use usage data and support trends to inform retention and expansion efforts.
  • Mentor the support team and improve workflows, documentation, and ticket handoffs.
  • Establish repeatable support and onboarding processes that reduce reliance on individual heroics.

Requirements

  • 5+ years of experience in a customer-facing role, preferably in SaaS.
  • 3+ years of hands-on Salesforce administration experience.
  • Experience with Salesforce custom objects, fields, Flow, SOQL, permissions, reports, dashboards, alerts, and list views.
  • Experience with Salesforce data import/export, Translation Workbench, and troubleshooting configuration or data issues.
  • At least one current Salesforce certification, such as Administrator, Advanced Administrator, or Nonprofit Cloud Consultant.
  • Experience mentoring or leading support, onboarding, or customer success team members.
  • Comfort running remote client calls and training sessions.
  • Strong communication, documentation, and project management skills.
  • Ability to manage multiple priorities effectively.
  • Preferred experience with HTML/CSS, customer training materials or video tutorials, and CMS platforms such as Wix or WordPress.

Benefits

  • $85,000–$95,000 salary range.
  • Medical, dental, and vision insurance after 90 days.
  • 401(k) after 90 days.
  • Unlimited PTO after 90 days plus nine paid holidays.
  • Paid maternity and paternity leave.
  • Fully remote, full-time work environment.
  • Annual salary reviews based on performance and company results.

Interested in this position?

Apply directly on the company website

Apply Now

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