Role Description

Looking for a CRM consultant with minimum of 3 to 5 years of experience working with Salesforce Sales Cloud. Roles & Responsibilities – Serve as an SME for Salesforce Service Cloud Facilitate business process reviews to identify client requirements and processes. Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development. Configure Salesforce Service Cloud and Force.com solutions. Effectively manage all aspects of projects and client communications. Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams. Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users Manage functional project team members. Running workshops, working closely with the client, able to talk about tradeoffs e.g., terms of config vs code. Mapping functional requirements to Salesforce Service Cloud features and functionality. Deep understanding of Salesforce administration required with a strong focus on Service Cloud. Disseminating leading practices on customer service processes and solutions Mentor other team members in customer service processes and Salesforce.com Service Cloud technology Deliver end user training and documentation. Understand the ins and outs of Salesforce Service Cloud and create the right solution to solve the client's unique challenge. Good knowledge of Salesforce configuration and customization is a must-have. Contribute new products, workflows, and ideas to influence the industry Identify risks that threaten project success and recommend workarounds Get creative designing, prototyping, and building Salesforce systems Keep Salesforce running smoothly by testing and adjusting as needed, then documenting fixes Operational or analysis background in sales, marketing, or customer service. Demonstrated ability to document requirements for technical resources, and ability to understand technical solutions leveraging Apex, VisualForce and Web Services. Strong data management skills required, including experience with data consolidation and de-duplication. Advanced knowledge of Excel and Data Loader required; Demandtools knowledge preferred. Configuration of the customize Service console, Entitlements, Processes, and Milestones Implementation of features like live chat and knowledge management Knowledge of Experience/Community Cloud Experience designing integration data mappings preferred. Ability to handle client interactions at the senior level to lead project discussions Knowledge of Salesforce programming (Apex and Visual force) Experience in lightning development, able to build components and Apps. Good understanding of REST API, SOAP, and Salesforce integration with other systems (ERPs, Legacy Systems, etc.) Ensure Best Practices and SFDC Coding Standards are followed.

Salesforce Service Cloud certified Knowledge of JIRA tool.