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Lead Technical Instructor, Webinars (Platform/MuleSoft)
Salesforce, Hyderabad, Any
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Employee SuccessJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. Join our dynamic team as a Technical Instructor - Webinars, focused on delivering exceptional 1:Many customer engagements, empowering individuals and organizations to leverage Salesforce's robust platform effectively. We are looking for a passionate individual who thrives on educating and guiding customers through interactive webinars and consultative engagements. You will show customers how to design, code, test, debug, package and deploy, using best practices on the Salesforce or MuleSoft Anypoint Platform. As a key member of our team, you will play a crucial role in accelerating technical features and cloud adoption, while ensuring high levels of customer satisfaction and success.Responsibilities:* Deliver technical, high standard 1:Many customer engagements, tailored to various levels of expertise, including beginner, intermediate, and advanced.* Answer real-time questions from customers and provide additional resources* Ability to explain complex features in an easy-to-follow manner* Ability to demonstrate features and functionality with hands-on demos and exercises* Held up as a standard of excellence in delivering effective, well-managed and well-facilitated webinars* Stay current on the latest developments in Salesforce technology, best practices, and integration methodologies* Action Best Practice Insight including: * Product Education * Technical Advice * Adoption Guidance* Accelerate Feature / Cloud Adoption* Manage Consultative Engagements with Customers* Drive Guided Success Engagements* Cross-collaboration with the Product Education team including Content Development, Delivery and Success Guides* Consistently receive outstanding customer satisfaction scores of 4.7+ (out of 5) * Maintain a 70% Utilization TargetsRequired Compulsory Qualifications & Skills:* Bachelor's degree in Computer Science, Information Technology, Engineering or a related field; advanced degree preferred.* Salesforce Platform Developer I and II and/or MuleSoft Developer certification is required; additional certifications such as Platform App Builder, Platform Developer, MuleSoft Architect or Salesforce Architect certifications are a plus.* Overall 3+ years of experience with a minimum of 1 years of relevant work experience on Salesforce and/or MuleSoft platform products* Proven success leading customer-facing presentations and engagements* Experience with virtual training platforms and tools, such as Zoom or WebEx* Programming Skills: JavaScript, Java, C#, HTML and CSS, SOQL and SOSL, REST and SOAP APIs, Apex and Visualforce.Preferred Qualifications & Skills:* Working knowledge of the overall Salesforce platform suite and applications* Able to handle objections, prioritize customer issues, and collaborate with manager and colleagues to effectively drive resolution* Proven ability to manage time and prioritize activities while performing effectively under pressure* Support Success and Sales Teams to ensure that customer gets maximum value out of the platform * Understanding of business analysis, change management, user adoption, release management, and governanceSoft Skills:COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagementsEXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suiteLEARNER: Has a passion for continued education in new technologies and complex business and technical conceptsPASSION: Passionate about Customer Success and a great listenerCULTURE: Embodies inclusive culture and a team player that everyone enjoys working withTRUST: Ability to earn the trust of the customer and live the company's core valuesAccommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting Statement At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com . Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . Salesforce welcomes all.Salary: . Date posted: 04/03/2024 03:17 PM
Senior Analyst-Escalations
Salesforce, Hyderabad, Any
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category OperationsJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. The Red Account Management team handles customer escalations resulting from product, services, account management, customer experience, adoption and renewal-related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. Depending on the type of escalation and the level of engagement needed per customer, the Escalation Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue. Responsibilities* Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of client satisfaction.* Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.* Develop trusted relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.* Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.* Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams.* Track and communicate status and resolution to clients and Salesforce personnel in a factual, professional, timely and consistent manner.* Draw on root cause analysis and trend reporting to solicit and drive broader resolutions.* Define action plans and follow through with complete documentation to issue closure.* Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.* Enable people and organizations who are unfamiliar with Salesforce red accounts, serving as a trainer and evangelist for the program.Requirements* BA/BS degree preferred with a strong academic record* 5+ years of account management, consultation, project management, escalation management and/or technical support experience* Ability to utilize Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).* Proficient in Google apps (slides, sheets etc..)* Working knowledge of Quip and Slack preferred* Advanced ability to write and speak to an executive audience.* Demonstrate superior customer service, including the ability to set expectations, communicate clearly, confidently, timely and respectfully with customers.* Knowledge of the digital marketing space and ability to recognize and relate to our customer's specific use cases for utilizing our technology.* Execute with a sense of urgency, meeting requirements with minimal lead time* Act autonomously to meet dynamic demandsAccommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting Statement At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com . Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . Salesforce welcomes all.Salary: . Date posted: 04/12/2024 03:17 PM