Salesforce Expert

icon building Company : Intouchcx
icon briefcase Job Type : Full Time

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Job Description - Salesforce Expert

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story -

Reporting to the Vice President of Digital Solutions, the Salesforce Expert is responsible for being the technical expert and lead on supporting the varied needs of our clients' use of Salesforce.

The ideal candidate should already have the necessary certifications to fulfill vendor partner requirements from Salesforce. In addition to the Salesforce expertise, the selected candidate must also be engaging, creative, curious, a self-starter and, from time to time, able to engage with clients directly.

  • Be responsible for being the technical expert on various aspects of Salesforce set-up and configuration from a client perspective
  • Provide advisory leadership in our solutions approach to solving client requirement that depend on Salesforce
  • Create and manage a master project plan, including management of project progress, scope, budget and timelines
  • Manage the work we take on to support and/or configure client systems on time and within established budget(s)
  • Manage our Partner Vendor certifications by staying up to date on the relevant certifications we need to support our partner status and client needs
  • Provide expertise on Salesforce AI and Automation tools
  • Facilitate and/or create knowledge transfer materials so clients can self-support when necessary
  • Partner with departmental leaders, and key stakeholders, in the maintenance of an enterprise organizational structure that remains consistent across the HCM and other related technology
  • Support relationship with Salesforce account executive globally (does not need to be the main point of contact)
  • Assess business needs of IntouchCX generally and advise on ongoing certification needs
  • Advanced degree, with preference for technology, ideally Information Systems and/or Business Management
  • Minimum of 5 years of experience with Salesforce
  • Asset would be completed/current Service Cloud and Experience Cloud certifications (among others)
  • Equivalent project lead experience (minimum 3 years)
  • Previous experience with change management or business transformation projects
  • Previous experience with projects involving integrations, workflow automation, and solutions involving multiple systems
  • Experience as a Business Analyst an asset
  • Experience managing relationships internal and external, including helping navigate through barriers and aid in solutions
  • Experience working in a team capacity on various projects
  • Skilled in technology coupled with business acumen to deliver complex solutions
  • Able to work independently as well as on a team
  • Hands-on experience leading Salesforce implementation projects
  • Various level 2 certifications that allow us to gain Vendor Partner status immediately
  • Practiced in interacting with clients
  • Exceptional analytical and problem-solving skills
  • Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues in an innovative manner
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