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Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!
The ideal senior technical consultant demonstrates thought leader in technical aspects of customer and partner engagements that lead to the successful delivery of enterprise desktop, cloud, and/or mobile solutions, including enterprise integrations leveraging middleware tools and platforms. Senior Technical Consultants (Developers) deliver technical solutions to meet the customer’s business and technical requirements. Developers lead the evaluation of options and subsequent presentation and education of the customer/partner. They will also identify and proactively manage risk areas, and commit to seeing issues through to complete resolution.
YOUR IMPACT:
Responsibilities
Become a highly certified and recognized Salesforce expert
Help clients consistently meet/exceed goals and metrics
Contribute to customer success through front and backend solution development and release management
Deliver high client satisfaction (CSAT)
Provide guidance on the application and integration development best practices, Enterprise Architecture standards, functional and technical solution architecture & design, environment management, testing, and Salesforce Platform education.
Drive the creation of application and technical design documents which leverage Salesforce best practices and effectively integrate Salesforce into the customer’s infrastructure.
Troubleshoot key customer implementation issues and demonstrate the ability to drive to a successful resolution. Lead the evaluation of business and technical requirements from a senior level.
Identification and proactive management of risk areas and commitment to seeing an issue through to complete resolution.
Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners.
Build relationships with business partners, internal and external, and contributing to broader goals and growth beyond the scope of a single customer engagement.
Contribute to the growth of the Services Practice by identifying and leading internal strategic initiatives to grow the consulting practice, leveraging junior teammates to achieve individual as well as team growth; serving as an active contributor to the practice knowledge and resource base; mentor, educate, and enrich technical and non-technical Salesforce customer and partner colleagues.
MINIMUM QUALIFICATIONS
3+ years of enterprise consulting experience, including implementation experience with one or more common enterprise software solutions (e.g. CRM, ERP), filling positions of increasing responsibility and management of more junior technical resources.
2+ years experience as an Architect or Senior Developer in a mid to large-sized organization with demonstrated leadership driving an organizational transformation in a matrixed organization.
Experience with key areas of enterprise architecture, including integration technologies, single sign-on, and master data management.
Experience with Waterfall and/or Agile implementation methodologies.
Ability to work independently and be a self-starter. Proven results leading and overseeing customer and/or partner success stories in the following domains: front- and back-end solution architecture, development and release management strategies, change management, and direct leadership in designing solutions that meet or exceed customer needs.
Proven ability to analyze, design, and optimize business processes via technology and integration.
Guiding customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value.
Polished speaker with the ability to evangelize best practices at various levels within a large organization.
A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience.
Strong presentation skills. Able to effectively present and defend a point of view to a variety of audiences.
Travel to client site (average of 50%), but maybe higher or lower based on the client engagement.
Bachelor's degree required in Computer Science, Software Engineering, Business, or in a related field.
Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and on-boarding process in the first 3 months:
Salesforce Certified Administrator
Salesforce Certified Sales Cloud Consultant
Salesforce Certified Service Cloud Consultant
Salesforce Certified Advanced Administrator
Salesforce Certified Marketing Cloud Administrator
Leadership Qualities
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with an open mind, a great listener, and hands-on
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, a great storyteller
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change
Salesforce, Platform Kesuksesan Pelanggan dan CRM nomor satu di dunia, memberdayakan perusahaan untuk terhubung dengan pelanggan mereka dengan cara yang benar-benar baru. Kami adalah perusahaan dengan pertumbuhan tercepat dari 10 perusahaan perangkat lunak perusahaan teratas, Perusahaan Paling Inovatif di Dunia menurut Forbes, dan salah satu dari 100 Perusahaan Terbaik untuk Bekerja versi Fortune selama enam tahun berturut-turut. Pertumbuhan, inovasi, dan semangat Aloha dari Salesforce didorong oleh para karyawan kami yang luar biasa yang terus berupaya memberikan kesuksesan bagi para pelanggan kami, sekaligus meluangkan waktu untuk memberi kembali melalui model 1/1/1, yang memanfaatkan 1% waktu, ekuitas, dan produk kami untuk meningkatkan komunitas di seluruh dunia. Salesforce adalah olahraga tim, dan kami bermain untuk menang. Bergabunglah bersama kami!
Konsultan teknis senior yang ideal menunjukkan kepemimpinan dalam aspek teknis dari keterlibatan pelanggan dan mitra yang mengarah pada keberhasilan penyampaian solusi desktop, cloud, dan/atau seluler perusahaan, termasuk integrasi perusahaan yang memanfaatkan alat dan platform middleware. Konsultan Teknis Senior (Pengembang) memberikan solusi teknis untuk memenuhi kebutuhan bisnis dan teknis pelanggan. Pengembang memimpin evaluasi opsi dan presentasi serta edukasi pelanggan/mitra. Mereka juga akan mengidentifikasi dan secara proaktif mengelola area risiko, dan berkomitmen untuk menyelesaikan masalah hingga tuntas.
DAMPAK ANDA:
Tanggung Jawab
Menjadi tenaga ahli Salesforce yang bersertifikasi tinggi dan diakui
Membantu klien secara konsisten memenuhi/melebihi target dan metrik
Berkontribusi pada kesuksesan pelanggan melalui pengembangan solusi front-end dan backend serta manajemen rilis
Memberikan kepuasan klien yang tinggi (CSAT)
Memberikan panduan tentang praktik terbaik pengembangan aplikasi dan integrasi, standar Arsitektur Perusahaan, arsitektur & desain solusi fungsional dan teknis, manajemen lingkungan, pengujian, dan edukasi Salesforce Platform.
Mendorong pembuatan dokumen desain aplikasi dan teknis yang memanfaatkan praktik terbaik Salesforce dan secara efektif mengintegrasikan Salesforce ke dalam infrastruktur pelanggan.
Memecahkan masalah implementasi pelanggan utama dan menunjukkan kemampuan untuk mengarahkan pada resolusi yang sukses. Memimpin evaluasi persyaratan bisnis dan teknis dari tingkat senior.
Identifikasi dan manajemen proaktif area risiko dan komitmen untuk menyelesaikan masalah hingga tuntas.
Mengelola ekspektasi pelanggan; menegosiasikan solusi untuk masalah yang kompleks dengan pelanggan dan mitra pihak ketiga.
Membangun hubungan dengan mitra bisnis, internal dan eksternal, serta berkontribusi pada tujuan dan pertumbuhan yang lebih luas di luar cakupan keterlibatan pelanggan tunggal.
Berkontribusi pada pertumbuhan Praktik Layanan dengan mengidentifikasi dan memimpin inisiatif strategis internal untuk mengembangkan praktik konsultasi, memanfaatkan rekan tim junior untuk mencapai pertumbuhan individu maupun tim; berperan sebagai kontributor aktif terhadap pengetahuan praktik dan basis sumber daya; membimbing, mendidik, dan memperkaya pelanggan teknis dan non-teknis serta kolega mitra Salesforce.
KUALIFIKASI MINIMUM
3+ tahun pengalaman konsultasi perusahaan, termasuk pengalaman implementasi dengan satu atau lebih solusi perangkat lunak perusahaan yang umum (mis. CRM, ERP), mengisi posisi dengan tanggung jawab yang semakin meningkat dan manajemen sumber daya teknis yang lebih junior.
2+ tahun pengalaman sebagai Arsitek atau Pengembang Senior di organisasi menengah hingga besar dengan kepemimpinan yang terbukti mendorong transformasi organisasi dalam organisasi matriks.
Pengalaman dengan bidang utama arsitektur perusahaan, termasuk teknologi integrasi, sistem masuk tunggal, dan manajemen data master.
Pengalaman dengan metodologi implementasi Waterfall dan/atau Agile.
Kemampuan untuk bekerja secara mandiri dan menjadi seorang pemula. Hasil yang terbukti memimpin dan mengawasi kisah sukses pelanggan dan/atau mitra dalam domain berikut: arsitektur solusi front-end dan back-end, strategi pengembangan dan manajemen rilis, manajemen perubahan, dan kepemimpinan langsung dalam merancang solusi yang memenuhi atau melampaui kebutuhan pelanggan.
Terbukti memiliki kemampuan untuk menganalisis, merancang, dan mengoptimalkan proses bisnis melalui teknologi dan integrasi.
Memandu pelanggan dan kolega dalam merasionalisasi dan menerapkan teknologi baru yang mendorong peningkatan nilai bisnis.
Pembicara yang terampil dengan kemampuan untuk mengabarkan praktik terbaik di berbagai tingkatan dalam organisasi besar.
Keinginan khusus untuk terus mempelajari teknologi dan fungsionalitas baru, serta terlibat dalam proyek-proyek yang mendorong kemampuan teknologi yang ada.
Memiliki kemampuan komunikasi yang kuat, baik tertulis maupun lisan. Mampu mengembangkan materi yang sesuai dengan audiens secara efektif.
Keterampilan presentasi yang kuat. Mampu mempresentasikan dan mempertahankan sudut pandang secara efektif kepada berbagai audiens.
Melakukan perjalanan ke lokasi klien (rata-rata 50%), tetapi mungkin lebih tinggi atau lebih rendah berdasarkan keterlibatan klien.
Diperlukan gelar sarjana di bidang Ilmu Komputer, Rekayasa Perangkat Lunak, Bisnis, atau di bidang terkait.
Sangat bermanfaat jika Anda memiliki sertifikasi produk Salesforce.com sebelum bergabung. Diharapkan Anda akan mendapatkan sertifikasi berikut sebagai bagian dari persyaratan peran dan proses orientasi dalam 3 bulan pertama:
Administrator Bersertifikat Salesforce
Konsultan Sales Cloud Bersertifikat Salesforce
Salesforce Certified Service Cloud Consultant
Salesforce Certified Advanced Administrator
Salesforce Certified Marketing Cloud Administrator
KUALIFIKASI YANG DISUKAI
Gairah: Bergairah tentang Kesuksesan Pelanggan
PIKIRAN PEMULA: Selalu belajar, mendekati setiap interaksi dengan pikiran terbuka, pendengar yang baik, dan langsung terlibat
PEMIMPIN PEMIKIRAN: Sudut pandang yang kuat dan kehadiran eksekutif. Percaya diri, tetapi tidak sombong, pendongeng yang hebat
URGENSI: Kemampuan untuk bergerak cepat dan mendorong nilai dan hasil bisnis
OHANA: Mewujudkan budaya Aloha: Pemain tim yang disukai semua orang dan memiliki hati yang murah hati
KEPERCAYAAN: Mempercayai nilai-nilai inti perusahaan
BERADAPTASI: Unggul dalam ketidakpastian dan perubahan tingkat tinggi
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