Salesforce Success Analyst

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Position Title: Salesforce Success Analyst 

Position Type: Regular - Full-Time ​

Position Location: Florenceville GTC 

Requisition ID: 29399 

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JOB PURPOSE:

This is an  exciting opportunity to be part of the team leading digital transformation at McCain, underpinned by significant  investment in our Salesforce.com platform and related Commercial technologies. We are looking for a Salesforce Support Analyst to deliver user-centric support and configuration activities for our flagship Commercial platform.

You will be part of a team delivering excellent customer service to Agriculture professionals, including resolving their challenges with Salesforce.com, delivering small changes and providing support and guidance to our external support vendors.

You will also play a role in the team’s development cycles by supporting deployment and QA activities.

The ideal candidate is someone committed to user experience and aims to exceed expectations. They will have the winning combination of problem-solving, communication and technical skills, with an ability to learn new technologies quickly and share their knowledge with others.

JOB RESPONSIBILITIES:

Core

• Triage incidents raised by users / super users and diagnose whether the system is / isn't working as intended and identify which component(s) of the system needs to be remedied.
• Prioritize incidents and requests to meet established SLAs and ensure customer satisfaction.
• Resolve defects / bugs in the setup, configuration and Manage defect resolution with our salesforce application and external support partners.
• If required, coordinate across multiple support teams resolving issues relating to non-salesforce components and integrated systems.
• Work with the super user 1st line support teams in McCain’s global markets to help them diagnose whether the incident is a technical defect and create well defined incident reports that enable reproduction of the defect to ensure more efficient root cause identification and resolution.
• Work with the Salesforce Admin to ensure SOPs or admin training is available to help avoid future incidents or speed up resolution.
• Perform QA testing and manage deployment of fixes and new functionality.
• Participate in development forums for efficient Knowledge transfer of new functionalities transitioning to support.

Elevation

• Achieves elevated customer satisfaction in the scope of solutions they are supporting by delivering a high degree of quality and superior user experience.

Guardianship

• You will be a guardian of
  • User experience, ensuring minimal downtime and fast issue resolution with good communication.
  • System performance, data quality and usage standardization.

Engagement

• Establish and execute a strong engagement with the Digital team’s Salesforce admin, Product owners and in-market first line super user network.
• Engage with Global & Regional users to support issue diagnosis and resolution.
• Develop partnership relationships with our strategic vendors to facilitate efficient solutions.
• Build positive relationships by engaging peers within the business and technical teams accountable for systems and processes interfacing the solutions you will support.

Data-driven Organization

• Ensure solutions deliver data timeliness, completeness, and integrity
• Identify opportunities within the business to improve or provide data & insights to enhance decisions or facilitate agility. 
• Partner with relevant technology teams to ensure Salesforce data is available to Global reporting platforms.

Capability

• Support knowledge transfer of issues to product owner & business to prevent incidents.
• Support the development of training programs & materials, to sustain product capability.
  

Innovation

• Proactively explore and communicate industry trends and advancements in technology to identify new and leading solutions that will significantly impact the achievement of the business objectives and move McCain ahead of the competition. 

MEASURES OF SUCCESS:

• Strong and proven experience supporting Salesforce solutions in a multi-market environment
• Excellent Analytical, problem solving, prioritization and collaboration skills. 
• Excellent social and communication skills to triage and improve the capability of others involved in triage and resolution of issues
• Innate desire to work smarter and be customer-centric

KEY QUALIFICATION & EXPERIENCES:

• Bachelor's degree in Technology/Business/Marketing/Engineering/Science , or equivalent experience including relevant Salesforce certifications
• Three or more years of experience supporting Salesforce solutions – in particular knowledge of Service Cloud and Experience Cloud.
• Salesforce Administrator Certification required.
• Experience using automated deployment tools and managing release processes.  
• Experience working within an agile project delivery framework
• Experience working in a fast paced, changing environment with ambiguous conditions, dealing with both internal and external customers, including cross functional teams. 
• Experience in Global business preferred

Key Competencies:

• Drives Results, Collaboration, Customer focus

OTHER INFORMATION

• Regular travel is not required but may be expected for specific team commitments
• Applicant must be located with a commuting distance from a McCain office with working from home an option upon agreement with Manager & McCain Policies
  

The above information indicates the general nature and level of work performed by employees within this classification.  It is not a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job