Salesforce Service Cloud
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
Experience in exchanging data with applications using XML, XLS/CSV/TXT. flat files and delimited files
Professional fluency in English, both written and verbal (required)
Expected salary:
Location: USA
Apply for the job now!
Apply Now
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
Experience in exchanging data with applications using XML, XLS/CSV/TXT. flat files and delimited files
Professional fluency in English, both written and verbal (required)
Expected salary:
Location: USA
Apply for the job now!
Apply Now