Salesforce Enablement Lead

We are seeking an experienced Salesforce Enablement/Support Lead to manage and help enhance our global Salesforce platform supporting over 3,000 users across 31 offices worldwide. You will lead the day-to-day support operations, contribute to user training, and platform usage optimisation while ensuring our teams are assisted, enabled, and equipped to benefit from the platform.

Responsibilities Will Include:

• Lead the global help desk function for Salesforce-related queries and issues and own tickets through to resolution whether directly or indirectly.
• Coordinate with other team members and business stakeholders to provide localised support across different time zones to regional teams.
• Assist with the development and delivery of adoption and training programmes for new users and ongoing enablement of a rich variety of users.
• Analyse incidents and requests to identify ways of reducing future reoccurrence by improving training, UI/UX, or other needs for change.
• Work with the Salesforce Product Lead and function-aligned Operations Manager(s) to drive Salesforce awareness and usage.
• Establish and document support procedures, escalation processes, and knowledge management practices.
• Several years of experience in Salesforce administration and support, preferably in a professional services environment.
• Strong experience with Salesforce reporting, dashboards, and data management tools.
• Able to converse and present confidently to leaders and senior stakeholders.
• Proven experience in coordinating other individuals and teams while not directly line managing.
• Comfortable problem-solving when dealing with elements of ambiguity or problem statements that may not be fully formed.
• Excellent communication skills with ability to explain technical concepts to non-technical users.
• Well versed in dealing with a diverse range of users in different geographies, roles, and levels of seniority.
• Awareness of the ITIL framework and service management best practices.
• Previous experience working within ServiceNow would be beneficial.

You will be joining a team, within the wider Technology & Data function, who are focused on designing, building, implementing & operating Salesforce at the Firm.  The Salesforce product team is comprised of both Linklaters Tech & Data team members and external implementation partners.

The Technology & Data function is currently transitioning from traditional waterfall-based project delivery to a product orientated operating model, focused on agile delivery aligned to the Scrum framework.

Linklaters engages with a third-party provider for the provision of contractor and temporary staff. Therefore, upon acceptance of a temporary role at Linklaters, you will be engaged under a contract for services through our preferred third-party provider. You will not be employed by Linklaters, or have any employment or worker relationship with Linklaters.

Linklaters is a global law firm, with 30 offices in 20 countries worldwide.

We have been named as one of The Times’ Top 50 Employers for Gender Equality for the 10th year running, recognised by Stonewall as a top 10 employer for LGBTQ+ inclusion, and by the Social Mobility Employer Index as a top employer for advancing social mobility.

We recognise that one size does not fit all. Our goal is to embed flexibility across our firm by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an    ad hoc basis, and we will be happy to discuss this further. We also recognise that women, especially, may hesitate to apply if they feel they may not meet every requirement listed despite being excited by the role. If this sounds like you, we’d really encourage you to apply.

Technical Skills

This list of duties and responsibilities above is not exhaustive.  It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.

Application Policy

Applications and CVs (direct or via agency) are only accepted online via the portal. Queries related to this role must be directed to the recruitment team ( tempbtrecruitment@linklaters.com) and not partners, practices or stakeholders.