Salesforce Technical Consultant (FTC)

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Credera\’s Customer Success team has been established to help define, develop and manage our ongoing customer engagement, to ensure we deliver on the Credera values – Integrity, Transparency, Excellence and, of course, Customer Success. We are currently looking for a Salesforce Consultant to join us on a 12-month FTC basis.

Role Definition

As part of Credera’s Service Management team, the Consultant will operate as part of a pod or scrum team with other consultants and Service Managers. This is a customer facing role where you’ll be managing an ever-changing caseload for a subset of Credera\\\’s service management customer engagements and working with the Service Managers to ensure we are providing a proactive, mutually beneficial service to our customers.

Responsibilities

• Take ownership of a case load, manage all cases efficiently and effectively through to resolution.
• Provide innovative and accurate Solution Summaries and estimates to customer’s specification and ultimate satisfaction.
• Produce solutions based on Salesforce using declarative, Apex, Aura or LWC.
• Ensure all solutions are delivered using Credera and Salesforce platform best practice and within the appropriate Service Level Agreement.
• Suggest relevant solutions for customers and contribute to Customer engagements
• Own and maintain customers’ service improvement plans
• Able to run, or participate in, workshops to drive out requirements
• Be aware of new platform features and a source of new ideas for our customers
• Provide advice to Service Management Team of Salesforce platform changes
• Help and guide junior consultants through the development and service processes, reviewing their work when asked or where necessary.

Experience and Key Competency Qualities for Success

• Good understanding of Salesforce, having obtained or be working towards App Builder, Admin and 2 Cloud Certifications, keeping all Certifications current via release maintenance exams
• Experience in a dynamic, customer-facing role
• Act as Service Team mentor for any specialisms or areas of expertise
• Participate in pre-sales and marketing activities when requested

Communication Skills & Mindset

• Clear and confident communicator, effective at all levels including C-Level executives
• Excellent listening and presentation skills.
• Ability to work independently and within a team with minimal supervision.
• Effective organisational and time management skills with the ability to take proactive ownership of issues as they arise. Honesty and openness
• A passion for solving business problems with creativity, empathy, and pragmatism
• Adept at breaking technical jargon to better position challenges with customers
• Emotionally intelligent, able to empathise and understand customer’s challenges and what drives them
• Ability to work under pressure and to tight deadlines.

Management Experience

• Experience working in a collaborative customer team environment, to give a unified 1st class experience of Credera across Service, Delivery and Sales
• Some project/service management (or relevant) experience, able to prioritise and manage stakeholder expectations, and ensures key objectives and timelines are met

This description is intended to illustrate the minimum components of the specified job role. The Company may require the employee to perform another role or other duties from time to time should the business need arise.

Hybrid Working Model

At Credera we operate a flexible hybrid working model. This includes 3 days per week working onsite – either at client site (as required) or in your local Credera office (London, Manchester, Leeds or Newcastle).

We value collaboration and client impact, so our hybrid model is designed to strike a balance between flexibility, in-person connection, and delivering exceptional outcomes for our clients.

Learn More

Credera, trading as Brightgen, is a global consulting firm that combines transformational consulting capabilities, deep industry knowledge, and AI and technology expertise to deliver valuable customer experiences and accelerated growth across a broad range of industries worldwide. Our one-of-a-kind global boutique approach means we provide our clients with tailored solutions unique to their organisation that can scale due to our extensive footprint. As a values-led organisation, our mission is to make an extraordinary impact on our clients, our people, and our community. We believe it is this approach that has allowed us to work with and transform the most influential brands and organisations in the world, from strategy through to execution.

More information is available at www.credera.com. We are part of the OPMG Group of Companies, a division of Omnicom Group Inc

Credera will never ask for money up front and will not use apps such as Facebook Messenger, WhatsApp or Google Hangouts for communicating with you. You should be very wary of, and carefully scrutinise, any job opportunity that asks for money prior to starting and/or one where all communications take place exclusively via chat.