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- Tasks: Lead the promotion and demonstration of Service Cloud solutions to customers.
- Company: Join Salesforce, a leader in AI, Data, and CRM, driving business transformation.
- Benefits: Enjoy flexible work options, career growth opportunities, and a vibrant company culture.
- Why this job: Be part of a mission-driven team that values innovation and social impact.
- Qualifications: Experience in sales engineering or CRM technology; strong understanding of contact centre operations.
- Other info: Salesforce is committed to diversity and inclusion, welcoming applicants from all backgrounds.
The predicted salary is between 48000 - 84000 £ per year.
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
The Service Cloud Solution Engineer is responsible for communicating a tailored view of our Service product offerings (Service Cloud) to customers and prospects. The successful candidate should possess thought leadership, technical and business acumen, credibility and rapport. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle and to highlight the business value that Service Cloud can bring to any business.
Responsibilities include:
- Promoting Service Cloud value to customers (including c-level execs and IT) and field teams;
- Business requirements assessment and delivery of findings including key difficulties, proposed solutions to meet business needs, and return on investment where applicable;
- Development of a technical sales strategy;
- Convey confidence in using AI within cloud based applications;
- Configuring and optimally demonstrating our solutions in a way that closely reflects each customer's business (tailored demonstrations);
- Discussing and proposing solution architecture that includes common call centre infrastructure integration, back-office system integration, and workflow process definition;
- Working well in a matrix organisation, including AE field sales, SE service executives and implementation partners;
- Implement enablement activities (Webinars, Best Practices, Knowledge Share, etc.);
The Service Cloud Solution Engineer works closely with Field Sales teams and Service Cloud Account Executives, their peers, and product management to deliver the appropriate solution and establish credibility and trust with the customer.
Skills Required:
- Deep functional understanding of call centre/contact centre operations and processes;
- Curiosity and energy - ability to understand the customer's true struggles;
- Ability to work as part of a team to address technical problems in varied environments;
- Previous experience as a Sales Engineer/Architect for a CRM/AI company or similar technology;
- Knowledge of related applications, the AI landscape, and other cloud technology;
- Application configuration experience (applied understanding of setup/configuration to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems Contact Centre related technology CRM solutions).
Skills Desired:
- Understanding of the Service Cloud product suite and platform;
- Interest or Experience in AI, automation, Generative AI Strategy and LLM-based Autonomous Agents;
- Past experience with one or more of the following customer service solutions: Zendesk, ServiceNow, Live Person, RightNow, Microsoft Dynamics, Intercom, Siebel, Oracle, Pegasystems, Kana, Nuance;
- Contact or call centre-based applications' experience is beneficial, including both telephony, Messaging, Autonomous Agents & WFO/WFM solutions (Amazon Connect, Vonage, Genesys etc).
Lead, Specialist Solution Engineer employer: Salesforce
Contact Detail:
Salesforce Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead, Specialist Solution Engineer
✨Tip Number 1
Familiarise yourself with the Service Cloud product suite and its features. Understanding how it integrates with AI and other cloud technologies will help you articulate its value to potential customers during discussions.
✨Tip Number 2
Network with current Salesforce employees or professionals in the CRM and AI space. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience with contact centre operations and how you've addressed technical challenges in previous roles. Be ready to share specific examples that demonstrate your problem-solving skills and technical acumen.
✨Tip Number 4
Stay updated on industry trends related to AI and customer service solutions. Being knowledgeable about competitors and emerging technologies will position you as a thought leader during your interactions with the hiring team.
We think you need these skills to ace Lead, Specialist Solution Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and skills required for the Lead, Specialist Solution Engineer position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Tailored CV: Your CV should reflect your relevant experience in sales engineering, particularly in CRM and AI technologies. Emphasise your achievements and how they relate to the Service Cloud offerings, showcasing your ability to address customer needs.
Write a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss specific experiences that demonstrate your technical acumen and ability to communicate complex solutions effectively to clients, especially at the executive level.
Highlight Relevant Skills: Make sure to include any experience you have with call centre operations, CRM solutions, and AI technologies. Mention any specific tools or platforms you've worked with that are relevant to the Service Cloud product suite.
How to prepare for a job interview at Salesforce
✨Understand the Service Cloud
Make sure you have a solid grasp of the Service Cloud product suite. Familiarise yourself with its features and benefits, as well as how it integrates with other systems. This knowledge will help you confidently discuss its value during the interview.
✨Showcase Your Technical Skills
Be prepared to demonstrate your technical acumen, especially in relation to AI and cloud-based applications. Highlight any relevant experience you have in configuring solutions or addressing technical challenges, as this will be crucial for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you've successfully addressed customer needs or technical objections, and be ready to share these examples in detail.
✨Emphasise Collaboration and Communication
Since the role involves working closely with various teams, emphasise your ability to collaborate effectively. Share examples of how you've worked in a matrix organisation and built rapport with colleagues and clients alike.
