Salesforce Communities Manager in Fort Mill, South Carolina at AccruePartners

Date Posted: 7/13/2020

Job Snapshot

Job Description

Job Description:

Individuals within the IT leadership role have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. This role also oversees the development of enterprise standards and technology initiatives, and the IT governance process. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this role provides technical and business leadership to their organizations as well as to the business.  
IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders.
Strong Service Cloud knowledge is required - both functionally and technically, architect and implement improvements to Service, Field Service and Customer capabilities. We are seeking a Cloud Professional to work with business process and development teams to design, implement and deploy Service Cloud and Health Cloud applications. The candidate will be responsible for owning and driving business requirements, as well as developing functional designs to create and effectively demonstrate solutions that address customer requirements. Candidates should be able to facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort. Candidates should understand Contact Centers and/or Field Service and the key operational metrics and performance indicators used to manage a Customer Service environment. Candidates should possess knowledge of the relationship between a Customer Service environment and other Business units. Candidates should have knowledge of one or more key technology enablers used within a Customer Service environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management.

Position Specific Skills 

•    Has delivered business transformation solutions across a Salesforce centric solution ecosystem.
•    Salesforce Community Cloud
•    Salesforce Service Cloud
•    Salesforce Health Cloud (highly desired)
•    Salesforce Wave / Einstein Analytics
•    Salesforce development (including Apex, Angular 2, SOQL, Workflow, Triggers, Custom Object Data Modeling, Eclipse IDE, Git/Bitbucket
•    Experience with Salesforce App Exchange “unmanaged” packages to jumpstart solution delivery on Salesforce
•    Experience with enhancing solutions built in Classic Salesforce to become fully Lightning enabled.
•    Minimum of 2 years of experience in with a focus on Community Cloud 
• Certifications (3 or more) including Community Cloud
•    Experience implementing Community/Service Cloud enterprise integration architectures
•    Experience designing Community/Service Cloud integration solutions
•    Ability to define and communicate the “big picture” in terms of the solution (both functional and technical components) and break it down into smaller manageable work units
•    Data modeling skills
•    Familiar with user experience best practices
•    Understanding of Contact Center, Customer Service and/or Field Service processes
•    Other ecosystem Toolsets and Technologies

Service Management 
•    Leads the delivery and lifecycle of services for business strategy development.
•    Leads the financial and internal customer analysis
•    Leads teams performing competitive market assessment/ benchmarking.
•    Reviews competitive market assessment/ benchmarking results and makes recommendations. 

Relationship Management 
•    Collaborates with client in discerning client business trends and their implications.
•    Seeks opportunities to contribute to positive outcomes for clients, stakeholders, and organizational members.
•    Approaches issues or disagreements with the objective of reaching win/win solutions. 

Governance / Policies, Processes & Standards 
•    Leads or participates in an advisory board to manage IT services demand.
•    Communicates client’s needs and priorities and provides feedback on pricing and investment.
•    Ensures compliance to policies, procedures, and standards 

Process Improvements 
•    Manages the improvement processes that impact customer satisfaction and relationships.
•    Owns the designated processes and is accountable for ensuring that established processes are followed.
•    Establish policies and procedures on technology continuous improvement.
•    Finance
•    Participates in the development of IT budgets.
•    Tracks and takes appropriate steps to stay within budget.
•    Provides high-quality services at optimal cost to customers.
•    Measures service performance and implements improvements.
•    Provides input to financial parameters that drives service costs