Salesforce Service Cloud

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

Job title: Salesforce Service Cloud in USA at Diverse Lynx

Company: Diverse Lynx

Job description: Application Manager - Salesforce Service CloudLocation: United States 100% Remote

*This position is remote and not eligible for relocation. All positions must reside within the country listed within this job description.About the Role:

As an Application Manager, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. You'll need a versatile skill set to manage a broad range of applications within our client's engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment.Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.About You:

Familiar with end-to-end Customer/IT support processes

Adjusts easily to new or changing circumstances.

A collaborative utility player mentality (low ego) with a proactive sense of curiosity

Focuses on achieving results that promote business success.

Demonstrate proactive and professional communication skills with all stakeholders and partners

Maintain a professional, adaptable, and respectful manner

Provide high quality service to all users

Responsibilities:

Partner with business teams, engineering teams and vendors to analyze future areas for automation and develop implementation plans

Provide production support for the CS/CX business users

Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers

Be responsible for supporting and configuration of a single application / module

Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation

Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership

Work with vendor support for escalations

Demonstrate leadership analyzing and reporting out root cause analysis, proactively escalate trending issues

Track key application metrics, drive insights to measure results against goals

Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement

Analyze application issues, addressing configuration, implementation, and function or process failures

Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project

Partner with data team to determine how topic trends can be used for wider organizational insights

Proactively reach out for help when blocked on assigned tasks

Write complex queries and perform data analysis using appropriate application tools

Understand functional area data models

Your Expertise:

Bachelor's in Information Technology, Business or a related field preferred

6-8 years of Salesforce Service Cloud experience

5+ years of Advanced Salesforce Administrator experience

Proficient experience using Salesforce application integrations with Salesforce API, webservices and 3rd party tool APIs

End to end understanding of data/access updates, batch jobs and debugging

Working knowledge of customer service, customer support and customer experience processes

Deep technical understanding of applications and business processes, product architecture and integrations

Understanding of cross application dependencies and workflows

Hands-on experience integrating customer support platforms with other partner/vendor, customer experience and chatbot solutions such as Medallia, ADA, using APIs and asynchronous integration methods