Archiviertes Projekt - Salesforce Service Cloud Consultant (m/w/d)

For our client we are currently looking for a Salesforce Consultant (m/w/d).

- Start: October 2024
- End: 30.12.2024
- Location: Remote from Germany
- Language: English

Responsibilities:
- Define the scope and project size.
- Drive projects using Agile Methodologies.
- Facilitate requirements workshops, gather and analyse requirements and obtain sign-off.
- Map AS-IS and TO-BE processes.
- Create epic user stories for Salesforce Engineers including Salesforce design suggestions.
- Support stakeholders and business units through UAT and triage bugs.
- Help Salesforce engineers perform root cause analysis.
- Provide Train-the-Trainer and functional documentation and sessions.
- Support projects through post-go-live & hyper-care activities.

Requirements:
- Proficient CRM B2B process excellence experience (sales, service support/care) and process mapping skills.
- 5+ years working on the Salesforce.com Platform.
- Salesforce Administrator Certification.
- Salesforce Service Cloud Certification.
- Experience with agile methodologies (e.g. Scrum).
- Experience using process design tools (e.g. Signavio).
- 3+ experience in implementing support processes in Salesforce - email2case, live chat, chatbot, omnichannel, and case escalation.

Nice to have:
- Consulting experience in the retail industry.
- Salesforce Business Analyst Certification.
- Jira, Google Suite (eg. Docs, Sheets and Slides).
- Good functional understanding of the key Salesforce CRM Platform capabilities
- Experience in Einstein service features