Concierge Support Analyst
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 salesforce.com 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
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
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)
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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