Executive Salesforce & Business Operations

About the Role:

We are looking for a hands-on Executive Salesforce & Business Operations Manager who will be responsible for ensuring the effective implementation, integration, adoption and day-to-day functioning of Salesforce across the organization.

The role will primarily focus on Salesforce (approximately 70% of the responsibility) and will work closely with Sales, Customer Support and other business teams to ensure that Salesforce is being used effectively and that business processes are running smoothly.

The individual will also oversee the operational integration and usage of other business and customer-engagement platforms such as Tata SmartFlo, LimeChat Chatbot and other marketing/technology tools, while coordinating with the respective internal teams and partners.

A key responsibility will be to ensure that the technology works for the businessincluding user adoption, process adherence, data quality, MIS, reporting, dashboards and continuous improvement.

Role & responsibilities :

1. Salesforce Management & Integration Primary Responsibility

• Manage the day-to-day functioning and administration of Salesforce across Sales, Support and other relevant teams.
• Work with internal teams to understand business requirements and translate them into Salesforce processes, workflows and solutions.
• Coordinate Salesforce integrations with other platforms and applications.
• Work with Salesforce partners, developers or external vendors for enhancements, troubleshooting and new integrations.
• Identify gaps in existing Salesforce processes and recommend improvements.
• Ensure Salesforce data is accurate, complete, consistent and up to date.
• Manage user access, roles, permissions and basic system configurations.
• Support creation and improvement of Salesforce dashboards, reports, workflows and automation.
• Monitor system issues and ensure timely resolution with internal/external technology teams.
• Support new Salesforce feature rollouts and ensure smooth adoption by users.

2. Salesforce Adoption & User Effectiveness

A critical part of this role will be to ensure that team members are actually using Salesforce effectively, rather than simply having access to the system.

• Track Salesforce usage and adoption across individual users and teams.
• Monitor whether users are following defined processes and updating required information.
• Identify users with low usage, poor data quality or gaps in process adherence.
• Work with Sales and Support managers to improve Salesforce adoption.
• Conduct regular training, refresher sessions and one-to-one support where required.
• Develop simple SOPs and user guides for Salesforce processes.
• Measure the effectiveness of Salesforce usage and highlight improvement areas to management.

3. Daily MIS, Reporting & Business Analytics

• Own and publish daily MIS for relevant Sales and Support operations.
• Build and maintain dashboards and reports for management.
• Ensure that data required for daily/weekly/monthly reviews is accurate and available on time.
• Track key operational KPIs and identify deviations or performance gaps.
• Provide insights on team and individual productivity based on Salesforce data.
• Automate recurring MIS wherever possible to reduce manual reporting.
• Work with business heads to develop new reports and dashboards based on changing requirements.

4. Sales & Customer Support Operations

• Work closely with Sales and Support teams to understand their operational challenges.
• Ensure Salesforce workflows support the actual business processes.
• Identify repetitive/manual activities that can be automated.
• Monitor lead, enquiry, opportunity and customer-data flows across systems.
• Ensure smooth handoffs between Sales, Support and other teams.
• Help management identify bottlenecks through data and system reports.
• Continuously improve processes to increase productivity and reduce operational dependency on manual intervention.

5. Other Technology Platforms Secondary Responsibility

The role will also oversee the operational effectiveness and integration of other customer-facing and marketing technology platforms, including:

• Tata SmartFlo – voice/calling platform and related operational reporting.
• LimeChat – chatbot operations, integrations and data flow.
• Other marketing, customer engagement and business tools as introduced by the organisation.
• Coordination with technology teams/vendors for integrations and issue resolution.
• Ensure data flows correctly between different platforms wherever integrations exist.
• Identify opportunities to simplify the technology stack and improve operational efficiency.