Salesforce Manager, Client Support

SMBHD (www.smbhd.com) is a Chicago-based, award-winning Salesforce consulting partner dedicated to helping small and mid-sized organizations solve complex business challenges with innovative, tailored solutions. With a business-first approach, our team of consultants, developers, and engineers delivers scalable Salesforce solutions that exceed out-of-the-box functionality. We specialize in leveraging the full Salesforce ecosystem, including Sales Cloud, Service Cloud, Field Service, Experience Cloud, Revenue Cloud, and Data Cloud, along with custom development and AI-driven enhancements. Serving diverse industries like Construction, Engineering, Manufacturing, and Professional Services, SMBHD is known for its expertise in Field Service and Experience Cloud. Our people-first approach emphasizes empathy, collaboration, and accountability to deliver exceptional results for our clients.

Role Description

This is a full-time on-site role located in Chicago, IL, for a Salesforce Manager, Client Support. The role involves leading and managing a team of Salesforce consultants to deliver outstanding support services. Responsibilities include managing client relationships, overseeing issue resolution, ensuring the optimization and enhancement of Salesforce implementations, and providing guidance on best practices. The Salesforce Manager will also analyze client needs, create strategic support solutions, and manage project deliverables to meet goals and deadlines. Regular collaboration with clients and internal teams is a key aspect of this role.

You Will

• Serve as the primary point of accountability and liaison between SMBHD and strategic support clients.
• Manage a pod / team of Salesforce consultants accountable for delivering client work.
• Partner with clients to evaluate solution options, clearly articulating tradeoffs, impacts, and implementation considerations.
• Own delivery execution and support tickets end to end, including planning, timelines, resourcing, risk management, and successful client outcomes.
• Lead client discovery and solution design, including gathering business requirements, defining user stories, facilitating whiteboarding sessions, and recommending scalable Salesforce architectures.
• Break down solution designs into executable work and guide junior consultants in implementation.
• Review, validate, and provide feedback on work completed by junior team members to ensure quality, scalability, and adherence to best practices.
• Collaborate with developers on integrations, APIs, and light programmatic solutions.
• Demo delivered solutions, lead client training sessions, and serve as a trusted technical advisor to ensure adoption, scalability, and long‑term platform health.
• Act as the senior escalation point for delivery or technical issues, supporting course correction and decision‑making when needed.
• Support project scoping, estimation, and planning for new initiatives and enhancements.
• Mentor and guide Salesforce Consultants through technical leadership, coaching, and knowledge sharing.
• Collaborate across Delivery, Support, Sales, and Leadership teams to drive strong client outcomes.
• Identify and contribute to internal process improvements, delivery standards, and best practices.

You Have

• Bachelor’s degree in Computer Science, Mathematics, MIS, or a related field, or equivalent professional experience.
• 7+ years delivering Salesforce solutions, including leading multiple implementations from discovery through delivery.
• Strong expertise across multiple Salesforce products and clouds.
• Proven understanding of Salesforce architecture, including data modeling, automation, security, reporting, and platform limits.
• Working knowledge of integrations, APIs, middleware, and light Apex‑based solutions.
• Exceptional analytical and problem‑solving skills.
• Strong communication skills, with the ability to work effectively with both technical and non‑technical stakeholders.
• Experience managing, guiding or mentoring junior consultants and contributing to high‑quality delivery outcomes.

Bonus Points

• Consulting or managed services experience
• Experience supporting both project‑based and ongoing client engagements
• Background in marketing, accounting, or other business domains
• Experience contributing to internal process or delivery improvements

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k) with 6% match (no vesting)
• Flexible schedule
• Certification support and continued learning opportunities
• An opportunity to work with a team passionate about Salesforce and delivering results

Our Core Values

• Get S*&% Done.
• Be Smart and Ambitious.
• Be Compassionate Towards Everyone.
• Come to Work Positive and Excited.
• Be Collaborative with Sharp Elbows.