SAAS CONSULTING GROUP
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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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Services

Advisory Consulting
Salesforce Consulting
NetSuite Consulting
Integration Services
​Managed Services
Customer Experience App

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  • Firm Overview
    • What We Know
    • What We Deliver
    • What Our Customers Say
    • Leadership Team
  • Practice Areas
    • Advisory Consulting
    • Salesforce Consulting
    • NetSuite Consulting
    • Salesforce and NetSuite Integration
    • Managed Services
    • Private Equity Relationships
  • Customers
  • CX App
    • Installation Guide
    • Customer Community
  • Careers
  • Resources
    • NetSuite Video Demonstrations
    • Policies & Agreements
  • Contact Us