Salesforce Technical Consultant

Description

Credera's Customer Success team has been established to help define, develop and manage our ongoing customer engagement, to ensure we deliver on the Credera values - Integrity, Transparency, Excellence and, of course, Customer Success.

Role Definition

As part of Credera’s Service Management team, the Consultant will operate as part of a pod or scrum team with other consultants and Service Managers. This is a customer facing role where you’ll be managing an ever-changing caseload for a subset of Credera's service management customer engagements and working with the Service Managers to ensure we are providing a proactive, mutually beneficial service to our customers.

Responsibilities

Delivering the Service

• Take ownership of a case load, manage all cases efficiently and effectively through to resolution.
• Provide innovative and accurate Solution Summaries and estimates to customer’s specification and ultimate satisfaction.
• Ensure all solutions are delivered using Credera and Salesforce platform best practice and within the appropriate Service Level Agreement.
• Be prepared to demo solutions to customers
• Help and guide trainees and junior consultants through the development and service processes, reviewing their work when asked or where necessary.

Customer Engagement

• Build and nurture relationships with key customer stakeholders.
• Be prepared to meet with customers to run, or participate in, workshops to drive out requirements
• Employ a voice first engagement by liaising with customers via phone, Case Comment, email or face-to-face throughout the delivery process to ensure the best possible outcome.
• Ensure the customer gets, and experiences value from our service to ensure service contract renewal is a formality

Service Improvement

• Build industry knowledge for 2+ service customers
• Suggest relevant solutions for customers
• Perform Primary Technical Lead role for at least 2 Customers
• Regularly participate in and contribute to Customer engagements
• Own and maintain your customers’ service improvement plans
• Offer ways to enhance Credera's service offering and customers’ service experience
• Be aware of new platform features and a source of new ideas for our customers
• Be aware of and provide advice to Service Management Team of Salesforce platform changes
• Continually look for improvements maximise hours utilisation
• Be aware of and share new platform features with your customers
• Be aware of and advise on Salesforce release cycle and platform changes that could impact Credera or our customers, or engage the appropriate resource to support where necessary
• Actively seek opportunities for Credera IP or reapplication of solutions for our customers

Experience and Key Competency Qualities for Success

Technology Knowledge & Experience

• Good understanding of Salesforce, having obtained or be working towards App Builder, Admin and 2 Cloud Certifications, keeping all Certifications current via release maintenance exams
• Experience in a dynamic, customer-facing role
• Act as Service Team mentor for any specialisms or areas of expertise
• Participate in pre-sales and marketing activities when requested

Communication Skills & Mindset

• Clear and confident communicator, effective at all levels including C-Level executives
• Excellent listening and presentation skills.
• Ability to work independently and within a team with minimal supervision.
• Effective organisational and time management skills with the ability to take proactive ownership of issues as they arise.Honesty and openness
• A passion for solving business problems with creativity, empathy, and pragmatism
• Adept at breaking technical jargon to better position challenges with customers
• Emotionally intelligent, able to empathise and understand customer’s challenges and what drives them
• Ability to work under pressure and to tight deadlines.

Management Experience

• Experience working in a collaborative customer team environment, to give a unified 1st class experience of Credera across Service, Delivery and Sales
• Some project/service management (or relevant) experience, able to prioritise and manage stakeholder expectations, and ensures key objectives and timelines are met

These lists are not exhaustive.

The job specification is intended as a guide to illustrate the minimum components of the specified job role, it is not indicative of the full list of duties and responsibilities for the specified role.

The Company may require the employee to perform another role or other duties from time to time should the business need arise having regard to the Employee’s broader skills, qualifications, and experience.

Benefits

Along with great company culture, Credera provides an exceptional compensation package (including a competitive salary and comprehensive benefits plan).

Hybrid Working Model

At Credera we operate a flexible hybrid working model. This includes 3 days per week working onsite - either at client site (as required) or in your local Credera office (London, Manchester, Leeds or Newcastle).

We value collaboration and client impact, so our hybrid model is designed to strike a balance between flexibility, in-person connection, and delivering exceptional outcomes for our clients.

Learn More

Credera, trading as Brightgen, is a global consulting firm that combines transformational consulting capabilities, deep industry knowledge, and AI and technology expertise to deliver valuable customer experiences and accelerated growth across a broad range of industries worldwide. Our one-of-a-kind global boutique approach means we provide our clients with tailored solutions unique to their organisation that can scale due to our extensive footprint. As a values-led organisation, our mission is to make an extraordinary impact on our clients, our people, and our community. We believe it is this approach that has allowed us to work with and transform the most influential brands and organisations in the world, from strategy through to execution.

More information is available at www.credera.com. We are part of the OPMG Group of Companies, a division of Omnicom Group Inc

Credera will never ask for money up front and will not use apps such as Facebook Messenger, WhatsApp or Google Hangouts for communicating with you. You should be very wary of, and carefully scrutinise, any job opportunity that asks for money prior to starting and/or one where all communications take place exclusively via chat.