Salesforce Technical Consultant

1 month ago

London, Greater London, United Kingdom OwnBackup Full time
About the Role

We are seeking a highly skilled Salesforce Technical Consultant to join our team at OwnBackup. As a key member of our Customer Success team, you will be responsible for delivering exceptional technical expertise to our clients, ensuring they maximize the value of their Salesforce investment.

Your primary focus will be on developing and maintaining strong relationships with our clients, understanding their business goals and priorities, and providing timely, proactive recommendations to help them achieve their objectives.

You will work closely with our internal teams to identify key industry business process areas for the opportunity to use the Salesforce platform, and lead DR planning activities to provide relevant technical recommendations on solutions to our clients' business needs.

In addition, you will participate in issues and act as an advocate for our clients during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.

Key Responsibilities:

  • Develop relationships with key business and IT stakeholders and become an expert on a customer's implementation by understanding their top business goals and priorities
  • Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers' ongoing usage of Salesforce and Own products
  • Attain a Trusted Advisor status with both key business and technical decision-makers
  • Identify key industry business process areas for the opportunity to use the Salesforce platform
  • Lead DR planning activities and provide relevant technical recommendations on solutions to customers' business needs in this area
  • In support of the Customer Success Manager and Account Executive, monitor and identify trends in Salesforce adoption and utilisation, Success Plan adoption and utilization, providing guidance as part of periodic reviews
  • Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies
  • Provide proactive communications in the event of a service degradation or disruption
  • Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
  • Provide timely account or issue executive level summary status reports both internally and to the customer
  • Identify and collaborate with internal teams to ameliorate renewal risks for both license and success plans subscriptions

Requirements:

  • Minimum of 5 years relevant work experience in one or more of the following: Salesforce Admin, Customer Success, Enterprise Architecture, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture
  • Proficient with both declarative and programmatic product features in Salesforce
  • Proficient with use of the Salesforce APIs
  • 2 or more Salesforce product certifications or equivalent work experience
  • Experience in dealing with large, complex, distributed systems scale business
  • Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features
  • Second language is a benefit
  • Occasional travel may be required

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