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
- 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
- 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)