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Silverline CRM // end-to-end deployment of Salesforce products
 
Marketing, Full Time    New York City    Posted: Friday, October 04, 2019
 
   
 
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JOB DETAILS
 

Company Overview:

We at Silverline are passionate about what we do. Were a diverse group of cloud technology professionals with the same goal: to make our clients lives easier through technology & we have a good time while were at it! As a Salesforce Platinum Partner, Silverline combines Strategic Advisory, technical implementation services, & ongoing Managed Client Services to enable organizations to achieve maximum value with the Salesforce Platform. Silverline is consistently ranked one of Glassdoors Best Places to Work among small- & medium-size companies, among other accolades. Come be a part of our team!

Position Overview:

The Client ServicesManager (CSM) role is to build a trusted & valuable partnership with our clients. The CSM will be responsible for building a short, mid, & long-term strategy that will position the client to leverage their investments in the Salesforce ecosystem year-over-year. Tactically, the CSM will collaboratively lead a team of internal, partner, & client resources to provide post-implementation support, development & design solutions to solve ongoing critical business issues, conduct quarterly business reviews & planning, & introduce/implement new functionality within the ecosystem in an iterative approach.

Experience Required:

Consulting & Business Acumen

  • Apply business acumen, technical, & declarative skills to quickly assess, diagnose, & design solutions to address business needs
  • Conduct workshops to understand the key goals of client & utilization of the platform
  • Optimize engagement to deliver quarter-over-quarter value & ROI
  • Conduct Quarterly Business Reviews (QBR) with client stakeholders to proactively manage engagement & deliverable
  • Provide sound consulting guidance related to best practices, adoption, platform development, leveraging additional ecosystem functionality & Salesforce releases to streamline business processes
  • Establish communication plan & clear ownership of processes & functions between Client & Silverline teams

Project Management

  • Produce, publish & manage all internal & external support communications for customers, partners & internal staff
  • Assist client Product Owner to define user stories & acceptance criteria for each functional business requirement
  • Review, append, & execute client backlog to help them consistently improve their processes within our Adaptive Agile Methodology
  • Document system requirements as requested
  • Coordinate & facilitate User Acceptance Testing, End-to-End testing, & System Testing
  • Respond to & resolve client calls, emails & web support cases
  • Organize & execute deployments
  • Collaborate with internal resources to create & implement development team tickets
  • Ability to manage multiple projects simultaneously
  • Excellent time management skills

Salesforce/Software/System Development Skills

  • Train clients on Salesforce.com functionality
  • Experience with data migrations from third-party systems to Salesforce.com
  • Configure Salesforce.com per client requirements
  • Manage technical scope & client expectations, including management of development & technical resources both on & offshore
  • Gather sufficient information for troubleshooting development-related issues
  • Provide basic product support troubleshooting for Silverline proprietary applications
  • Perform gap analysis between Salesforce functionality & client requirements

Basic Requirements

  • 5+ years consulting experience
  • 5+ years experience administering Salesforce.com
  • 5+ years experience managing projects involving CRM platforms or relational databases
  • Experience producing functional specifications documentation
  • Outstanding communication skills, with both the internal team & clients
  • Comfortable working in a client-facing role
  • Comfortable learning & leveraging cloud-based technologies
  • Comfortable with a fast-paced, high-performance environment
  • Self-starter, ambitious, & flexible

Desired Skills/Education/Certifications

  • BA/BS degree in Computer Science or Engineering (or equivalent work experience in lieu of degree)
  • Salesforce.com certification (Advanced Administrator, App Builder or Sales/Service)
  • Knowledge of Salesforce Apex Data Loader & equivalent third-party data loaders
  • Consulting & CRM experience
  • Experience with Agile or similar software development methodologies
  • Strong understanding of core database concepts
  • Proficient with Google Apps, MS Office, & Lucid Charts
  • Conversational knowledge of HTML, Java or Apex is a plus
 
 
 
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