Salesforce Support Lead, Order to Cash

S&P Global
Full time Full day
About the Role:

Grade Level (for internal use): 10

Job Title: Lead, Order to Cash Salesforce Support

About the Role:

We are currently seeking a dynamic Order to Cash Salesforce Support Lead to elevate our internal customer support framework. This role is pivotal in delivering outstanding customer service and driving operational efficiency.

Ideal Candidate Profile:

The Order to Cash Salesforce Support Lead we are looking for is someone who:

Exhibits a strong aptitude for analytical problem-solving and enjoys troubleshooting.

Demonstrates excellent teamwork abilities, thriving in both team environments and in cross-functional collaborations, particularly in virtual settings.

Communicates effectively and efficiently with customers and colleagues alike, whether it be through web conferences, emails, or in-person interactions.

Has a general understanding of the Salesforce application with a desire to learn more.

Is a motivated self-starter, capable of effective prioritization and follow-through.

Possesses a creatively passionate mindset, with the agility to adapt swiftly to the changing needs of the business.

Core Responsibilities:

Oversee and manage incoming support ticket requests from internal users, ensuring timely and effective resolutions.

Lead and manage the support team, fostering a collaborative and efficient work environment.

Provide assistance for Order to Cash related issues in Salesforce and other integrated systems.

Coordinate with product owners on high-priority incidents and bugs.

Manage ad hoc report and dashboard requests, contributing to system adoption and improved user experiences through standardization, documentation, training, and usability enhancements.

Utilize tools like Fusekit and Excel for data management tasks including querying, scrubbing, manipulation, and record insertion.

Preferred Experience/Skills:

Proven experience in managing ticket queues, adhering to SLAs, and handling escalations efficiently.

Familiarity with service desk and remote support applications.

Exceptional problem-solving skills, with a creative and logical approach to achieving resolutions.

Strong communication, written and verbal, and interpersonal skills, with a history of delivering superior customer service.

Demonstrated ability to take ownership of incidents, tasks, or objectives, leveraging initiative to drive them to successful conclusions.

Comprehensive understanding of Salesforce platform features and functionalities.

Tools and Technologies:

Salesforce CPQ, Azure DevOps, ServiceNow, and the Microsoft Suite is essential.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.


We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

Health & Wellness: Health care coverage designed for the mind and body.

Flexible Downtime: Generous time off helps keep you energized for your time on.

Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit:

Diversity, Equity, and Inclusion at S&P Global:

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.


Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.

----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)

Job ID: 297811

Posted On: 2024-03-27

Location: Hyderabad, India

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