Salesforce.com, Inc Service Cloud Solution Consultant in London, United Kingdom
The Service Cloud Solution Consultant (SCSC) is responsible for driving customer discovery and presenting our Service and Support product offerings (the Service Cloud) in the best light to prospects and customers. Your objective is to evoke confidence in Salesforce's technology, our solution architecture & infrastructure, in order to remove all technical objections in the sales cycle. To accomplish this, the SCSC must have a strong desire to leverage their domain expertise, strong value based discovery, and excellent technical pre sales skills; including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and ultimately provide business value.To be successful in the role the SCSC works closely together with the Service Cloud Cloud Sales Account Executive and/or Core Sales Engineer for the region helping to deliver the appropriate technical solution. The role is very Discovery focused; delivering Value based ‘Readbacks’ , and deep Product Knowledge across all Pillars of the Service Cloud offering from Customer an Agent Experience , (Including Console, Case Management, Knowledge, Communities, SLA’s, Omni/CTI, Digital Engagement, Field Service and Service Analytics. Typically our engagement is sponsored by customer senior executives and will be presented to the level of VP Customer Care, VP Marketing communications, COO, CMO, CFO and CIO level.
Understanding the customers processes, challenges and architectural complexity of today’s Contact Centres and Service Portals/communities and Mobile Applications and Analytics
Understanding the customer and Agent needs and establish company's product as the best solution that addresses that need
Assisting the Core Sales Engineer in effectively responding to any detailed Service Cloud questions in RFPs
Articulating and presenting contact centre architectures/blueprints to C-level and IT enterprise customers and implementation partners
Working in a matrix organisation, including field sales, service executives and implementation partners
Manage discussions with various levels of IT (technical audiences)
Define system requirements and recommend scaleable application architecture, including possible integration to CTI, CRM, and other third-party solutions
Storyboarding and assisting in the build/configuration of customised Service Cloud demos
Presenting the companies technology infrastructure, including demonstrating deep familiarity with companies infrastructure: software, networking and security stack
Participation in all appropriate product, sales, and procedural training and certification to acquire and maintain the knowledge necessary to be effective in the position
Attainment of quarterly and annual objectives assigned by management
Support of regional and global Service Cloud Initiatives and projects to improve field sales enablement and the Service Cloud product offering such as;
Pathfinder Lead on new offerings
GAPs Facilitator to Product management
Service Cloud Roadmap Evangelist
Liaison to reference team and event participation
Work with Product Management to produce key supported demos
Development of assessment framework and tools e.g. Discovery Guides
Development of Vertical oriented packages e.g. Partners, reusable components, references, identification of key gaps and workarounds, typical Key vertical Issues
Teaming with sales enablement team to create content, setting up easy access to ambassadors by SEs (how do they find them – needs to be easy)
Development of Architectural best practices for integration, large data volume understanding (where are we today) and workarounds, Integration examples and deep understanding of best approach, combined feature expert – e.g. Lightning Process Builder + Knowledge
Business Analysis and Consultative Selling skills
Ability to work as part of a team to solve technical problems in varied political environments
Ability to multi-task, work in a demanding team environment, understand and be responsive to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems
Excellent written oral and interpersonal communication skills
Comprehensive knowledge of the software sales cycle
B.S. Computer Science, Software Engineering, MIS or equivalent work experience
2+ years Previous experience as a Sales Engineer/Consultant/Architect for a CRM company or similar technology Contact Centre/Service related technology
Ability to travel as needed and to work flexible hours throughout the sales territory
Deep understanding of the working of large contact centres
Experience selling Service and Support applications to contact centres
WorkFlow Management experience
Knowledge of related applications, relational database and web technology
Basic programming experience in HTML and other web based technologies
Desired Skills (a plus but not required)
CTI deployment experience (e.g., Aspect, Genesys, etc.) and/or CRM (e.g., MS Dynamics, Siebel, etc.)
Social media experience
Digital Channels knowledge
Demo build and configuring capabilities
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
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