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Portland, OR

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Concierge Support Analyst

Portland, OR

Job Description:

As a member of the Salesforce Concierge support team you will serve as an escalation point for one of Salesforce's top customers. You will be coordinating the resolution of issues for this customer across Salesforce businesses, including core Salesforce, Heroku and Pardot. You will be responsible for managing this customer's organizations with their ongoing use and success of the applications. Using your product knowledge and understanding of customers' business objectives, you will help coordinate the resolution of technical issues.

Daily activities will include working with technical resources to resolve technical issues, conducting regular status meetings with different groups across this customer's business, leading regular customer communication, and serving as an internal advocate for the customer.

Your Impact - Responsiblities:

Manage resolution of technical issues for one of salesforce's top customers

Provide support request escalation and management

Coordinate multi-party troubleshooting efforts

Promote regular and consistent communications between customer and SFDC internal groups, including support, engineering and management

Answer any support process-related questions , upon customer's request

Provide updates on support issue status and trends

Engage with customer business owners to drive customer success

Attain high customer satisfaction and high customer retention

Contribute to the knowledge base and support team processes

Serve as a Subject Matter Expert (SME) regarding salesforce technologies

Minimum Qualifications:

BA/BS Degree (or equivalent) in a related discipline

2-5 years experience in a customer or account management position in high tech, cloud computing or related industry

Demonstrated professionalism interacting with all levels of management

Excellent written and verbal communication skills

Analysis, troubleshooting, and problem solving expertise

Ability to effectively prioritize and escalate customer issues

Detailed, organized, and results oriented

Ability to multi-task and perform effectively under pressure

Previous project management experience

Preferred Qualifications:

Salesforce certifications in Administrator Essentials, Advanced Administrator or Salesforce Developer

Understanding of Internet technologies, routers, firewalls, web servers, web proxy servers

Understanding of database concepts and data management (RDBMS)

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's World's Most Innovative Company five years in a row and one of Fortune's 100 Best Companies to Work For eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for family) made up of our employees, customers, partners and communities, we are working to improve the state of the world.


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Company Profile is the enterprise cloud computing leader. Our social and mobile cloud technologies—including our flagship sales and CRM applications—help companies connect with customers, partners, and employees in entirely new ways.

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