Job description: technical services team lead
reports to: manager of technical services
location: remote
salary range : $40,000-$50,000 usd
job summary:
we are seeking a detail-oriented and experienced technical services team lead to join our dynamic team. The technical services team lead is a pivotal role within avsight’s professional services department. This individual will oversee a team of salesforce developers and technical project managers, who are responsible for the successful delivery of custom development projects for avsight’s existing customer base. The ideal candidate will possess a deep understanding of salesforce functionalities, excellent analytical skills, and the ability to collaborate effectively with both technical and non-technical stakeholders. This individual will collaborate with other departments frequently, such as assisting the sales team in answering detailed customer questions or working with the implementation team to coordinate custom development requests. This role will require flexibility in working hours, as needed, to support their global team of salesforce developers.
key responsibilities:
resource oversight
* oversee day-to-day activities of salesforce developers and technical project managers, providing guidance and support as needed
* manage professional services backlog of custom project work, assigning tasks and responsibilities to project teams, ensuring that work is distributed efficiently and according to each team member’s skills and capabilities
* diffuse minor conflicts and issues within the team with the support of the director of professional services, working to find resolutions and maintain a positive team dynamic
process improvement & change management
* proactively identify areas for improvement in technical services processes and tooling
* effectively plan for and execute change across the team
* assess potential impacts of process changes on internal and external stakeholders
* engage with key stakeholders to gain buy-in and support, as necessary, for improvement and change initiatives
business analysis
* collaborate with cross-functional teams to ensure alignment between business goals and technical solutions
* translate business requirements into detailed technical specifications for salesforce developers
* collaborate with development teams to design and configure salesforce solutions
* ensure that customizations align with best practices and meet business objectives
project management
* support the customer success team in reviewing and approving scopes of work during the sales process
* oversee compliance of all professional services projects with their contracted scope of work and timeline
* coordinate resources amongst other teams for professional services projects not completed by a salesforce developer (e.g., training), with the support of the director of professional services
* serve as the lead customer-facing project manager for all customer interactions needed for professional services delivery (e.g., requirements gathering, providing progress updates)
* proactively escalate known issues and risks that will impact project deliverables or the timeline to the director of professional services
* facilitate internal and external discussions to overcome project roadblocks and determine next steps
cross-departmental collaboration
* serve as a representative of the technical services team in cross-departmental initiatives
* assist other departments, as necessary, sharing expertise in professional services processes or salesforce
* collaborate with leadership across departments on continuous improvement initiatives and innovations that benefit avsight employees or our customers
documentation & reporting
* provide regular updates on team progress any issues that require immediate attention to the director of professional services
* organize and maintain team’s process documentation within the google drive
* coordinate team-wide documentation efforts, as needed
required skills and abilities:
* excellent verbal and written communication skills
* excellent interpersonal and customer service skills
* excellent organizational skills and attention to detail
* proven ability to lead multiple custom development projects successfully, meeting the project’s scope, schedule, and budget
* experience conducting business analysis for salesforce-based development projects
* ability to make informed decisions under pressure
* experience overseeing resource allocation and capacity planning desired but not required
* experience working in agile environments, including participation in sprint planning, stand-ups, and iterative delivery cycles
education and experience:
* minimum of 2 years of experience working in a salesforce environment
* minimum of 3 years of experience completing business analysis for technical projects
* salesforce administrator certification required