Sr. Salesforce Consultant - Service Cloud

Profile
The successful candidate will have a passion for enabling companies to more effectively operate their businesses through the use of leading cloud business application best practices – namely Salesforce.com – and will seek to serve customers in a value-adding way as part of a team. 

​Essential Duties

• Assist clients in defining Salesforce Service Cloud implementation project objectives and scope.
• Lead business requirements gathering and process mapping sessions for customer service and support management business processes.
• Configure best practices in Salesforce.com to address business requirements, workflows & approvals, and related processes, including system areas like email-to-case, web-to-case, Knowledge, Ideas, escalations and support surveys. 
• Lead businesses in the design and development of customer-centric Support experiences/communities.
• Salesforce.com development and programming to further customize Service Cloud to meet specific use cases, including the use of high-quality source code practices, validation testing, end user testing, and complete documentation. 
• Work with customers to define and configure suitable milestone and entitlement solutions to ensure customer adherence to Support SLAs.
• Consult with customers on data and integration needs for the Service Cloud. 
• Build reports and dashboards that provide comprehensive and actionable business intelligence.
• Ensure that a plan is in place for each engagement - deployment, change management, and adoption project tasks. 
• Establish and oversee the customer's initial adoption, training and development of best practices to build a strong foundation before and during initial rollout. 
• Communicate effectively with cross-functional team members and clients. 
• Project administration, including hours tracking, requirements documentation, testing documentation, source code repository protocols, and other related activities. 
• Continuing education to advance skills, which may include a combination of self-study and instructor-led training, seminars, certifications, etc. 

Role Requirements

• At least 5 year’s experience with enterprise applications, including CRM and ERP. 
• At least 5 year’s experience in practical Customer Support role(s). 
• Preference will be given to candidates with 3+ years of experience in Service Cloud implementation.
• Bachelor’s Degree in Business, Information Systems or other related disciplines. 

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