Job Description - US CRM Service Cloud - (Remote) in Parsippany
Return to jobs

US CRM Service Cloud - (Remote)

Ref: US_EN_6_971578_1458103

Posted on 28 July 2022

The US CRM Service Cloud will report to the Director, Marketing and Sales Digital Platforms. The ideal candidate must have demonstrated experience working with cross-functional teams (IT, Customer Service, Technical Service Teams, Operations, Sales, etc.) to help deliver fast, personalized customer service that drives growth and improves customer satisfaction. The primary responsibility of this role is to identify required test cases and assist in testing. The ideal candidate is a systemic thinker dedicated to quality and has attention to detail. The key focus is also to expand documentation of our CRM Service Cloud across the US Commercial userbase.

 

In this role, we need a self-motivated individual who is eager to contribute and learn. This candidate should have strong leadership and interpersonal skills and enjoys working in a dynamic, team-oriented environment. The CRM Service Cloud Contractor will help oversee Service Cloud, providing functional solutions, managing upgrades, support, and training for the US Service businesses. By developing an understanding of the business and customer needs, this person will play a key role in helping to implement new features and functions. Experience in Salesforce Service Cloud and Field Service Lightning is ideal, along with the skills to execute plans with keen attention to detail and timing.

Responsibilities:

  • Optimize case management by partnering across Customer Service and Technical service teams to understand pain points and strategic direction
  • Recommend actions and guide agents through processes with dynamic and adaptive screens.
  • Find ways to optimize processes for our contact center agents to pick up where the customer left off and resolve the request at any point in the support process
  • Participate in Quality Assurance activities (script writing/execution, coordination of deployment and production validation)
  • Work with end users during User Acceptance Testing (UAT) & regression testing to accurately prioritize defects and re-test resolved issues
  • Align with Service Cloud product owner and business subject matter experts to conduct thorough needs analysis, define, draft, and validate business and functional requirements,  related acceptance criteria, and help to build process flows to identify current and future state.
  • Responsible for document repositories, maintenance, and updates of project documentation library
  • Review latest application releases from Salesforce.com and other vendors on regular basis to determine new features that are appropriate for end users; make recommendations to department leadership
  • Identify ways to improve Salesforce.com for end users on an ongoing basis to improve usability
  • Maintain collaborative relationships with technical teams and outside vendors to facilitate issue resolution
  • Develop and deliver targeted training sessions to current and new users; update existing documentation and training manuals, creating new documents as needed
  • Qualifications/Requirements:

  • 5- 7 years of CRM experience, specifically focused in Service Cloud in a B2B organization
  • Experience working with a diverse set of stakeholders as well as strong customer service orientation
  • Strong oral and written communication and organizational skills, especially in the context of documentation and training
  • Entrepreneurial in mindset and goal oriented (self-directed, proactive and able to define and execute projects independently)
  • Strong at project management skills ensuring all deadlines are met and objectives are clearly communicated
  • Knowledge of Agile methodologies preferred
  • Salesforce.com Certification preferred
  • Bachelor’s degree required 
  • Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy

    The Company will consider qualified applicants with arrest and conviction records

    Apply
    Remote Jobs

    Find your local office.

    Modis has over 100 offices in the United States, Canada and Europe. With both industry and location-specific expertise, our people know their area and their labor market and can find the right position for you.

    Locations