Role: SalesForce Support Lead
Reporting to: Head of Business Applications
About our client:
Our client is a specialist, global, information company that helps the world’s most ambitious businesses win in the digital economy. The information, insights, connections, data, and digital tools solve customer problems in three disciplines:
- PRODUCT DESIGN via global trend forecasting service WGSN;
- MARKETING via global benchmark for creative excellence and effectiveness Cannes Lions and WARC and strategic advisory firm MediaLink;
- SALES via retail and eCommerce strategy and analytics products from One Click Retail, Clavis Insight and Planet Retail RNG, the world’s premier payments and FinTech congress Money20/20, global retail industry summit World Retail Congress and Retail Week.
Role overview:
- Work as part of the Company’s Application Support team.
- Act as first line support for all incoming cases/tickets relating to Salesforce for agreed Opcos, closing tickets where possible or triaging and assigning to appropriate CRM partner.
Key accountabilities:
- Work as part of a team to assist in the support of the organisations applications.
- Support of general P1 business applications and engage with customers on all levels.
- Monitor all incoming tickets/cases for agreed Opcos/CRM solutions.
- Take ownership of Salesforce tickets/cases that do not require development effort.
- Take responsibility for a range of cases requiring configuration or data management tasks.
- Managing upgrades and releases for Applications across the business.
- Experience of managing system integrations, e.g. API integrations and especially connections to Salesforce.
- Creation of documentation and run for existing and new deployments.
- Building relationships with Key Finance Stakeholders within the business.
This list is not exhaustive and there may be other activities you are required to deliver.
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