| Job Description |
• Responsible for implementation and maintaining cloud applications related to Customer and Product Support.
• This role has a strong understanding of Salesforce.com (SFDC) and customer facing portals.
• This position will partner with management (cross functionally) to ensure seamless role out of new technology or functionality across the support business.
Core Responsibilities (Include but not limited to):
• Manages and controls: Salesforce.com and all customer facing portals
• Application User Management
• Analyzes and monitors system outages and performance
• Works closely with external vendors to ensure efficient functionality of 3rd party platforms
• Proven ability to design and optimize system functionality based on business needs
• Familiar and associated with concepts, practices, and procedures of the Customer Support Organization
• Drive towards new baselines and goals through regular process management and continuous improvement opportunities
• Implement and support customer facing eCommerce opportunities
• Proactively participate in frequent communication updates to internal and or external customers regarding project status, training needs & assessments, analytics, and both internal and external customer temperament
• Engage in the User Acceptance Testing (UAT), NPI, and PAC process
• Maintain technical documentation of design and operation
• Maintain reports, dashboards, and scorecards
• Ensures sites are developed to meet usability standards in the industry
• Develop a strong understanding of business requirements by working with business users to define technical process requirements
• Coordinate and manage projects related to CRM applications, set deadlines, and summarize stakeholder responsibilities
• Document all project activities in Salesforce.com Qualifications:
• Must have an Bachelor’s Degree in Information Technology or related field
• Certified Salesforce Administrator
• Certified Force.com Developer
• Excellent interpersonal, communication (oral and written), organizational, and time management skills |