Evaluate, implement, analyze, and maintain changes to Salesforce ecosystem
Keep abreast of new technology developments and make recommendations regarding changes to current standards and solutions as appropriate
Provide ongoing leadership for members of the team around Salesforce skill development, process improvements, strategy, and coordination
Lead complex initiatives to improve our implementation of Salesforce by working across teams to define problems, identify potential solutions, coordinate selection and procurement of third-party apps where appropriate, implement new solutions, and drive adoption
Drive customer success by providing Product Education, Technical Advice, and Adoption Guidance for Service Cloud
Deliver Service Cloud specific engagements starting with service cloud basics, console design, case management, and agent productivity and progressing into advanced service product features and channels
Identify the customer’s metrics for value realization (define metrics and KPIs that reflect on Business outcomes and measures)
Has an understanding of the full portfolio of our products and services and the value they bring to our customers. Communicates our Salesforce product value prop with clarity, brevity, and purpose.
Work Experience
Bachelor’s degree with an emphasis in computer science, web development, information systems or related field
8 years of experience in Salesforce service cloud administration
Salesforce Administrator experience on Lightning Platform
Current Saleforce Administrator certification
Demonstrated success implementing Salesforce best practices and functionality
Experience using Salesforce with third party data tools (e.g. Salesforce Data Loader, Salesforce Power BI connector, Mavenlink, Zagile
Experience deploying Apex classes, triggers, Lightning components, standard and custom objects, profiles, and other changes from sandboxes to production
Ability to assess the impact of new releases of Salesforce on all upstream and downstream applications, systems and processes
Excellent verbal and written skills to communicate intricate job-related processes to internal and external customers
Ability to maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities
Excellent customer service skills and the demonstrated ability to effectively and professionally navigate novel and tense situations in a customer service environment
Ability to collaborate with team members
Preferred Skills and Qualifications:
Current Platform App Builder certification strongly preferred
Additional current Salesforce certifications preferred: Experience Cloud Consultant, Advanced Administrator, Sales Cloud Consultant, Service Cloud Consultant
Benefits
Competitive salary for a startup
Gain experience rapidly
Work directly with executive team
Fast-paced work environment
Phenom People delivers the Phenom Talent Experience Management (TXM) platform to transform the talent journey from interested candidates to thriving employees to enthusiastic brand advocates, while helping HR break the stereotype of being a cost center instead of a revenue generator.