Product Support Specialist & Salesforce Administrator

STACK.aero is a leading developer of SaaS solutions for the Business and Private Aviation industry. Our ‘BOS’ platform facilitates every facet of the ‘trip lifecycle’ from the perspective of a charter sales team within a brokerage or operator. As part of the Customer Success Team, you will be responsible for new customer implementations, technical support and user training. In addition, you will continue to support existing customers post-implementation, by keeping them up to date on new features, offer additional training, design and implement non-code platform customizations and perform Salesforce System Administrator duties on behalf of the customer. You will work closely with both the Sales and Product Development teams to ensure a smooth post-sale transition for implementations. You may also, on occasion, support the sales team as a technical subject matter expert in the lead nurturing process. As an internal product specialist, you will also need to be ready to test new features and offer feedback to the development team prior to release. With customers located globally, you have the opportunity (and sometimes necessity) to be flexible with your working hours. Further, some travel may be required on occasion. Responsibilities First-line technical support for existing customers Managing and deploying new customer implementations; These are new or existing Salesforce.com environments which need to be configured with our AppExchange managed package and customizations according to the customer. Managing existing customer implementations, i.e.: Upgrade and deploy new functionality Non-code customizations according to client requirements Interface with new and existing customers on best practices Deploy/Configure “In-App Guidance” to accelerate user adoption for our customers Perform product testing and report findings to the Product Development Team Support the Sales Team as a technical Subject Matter Expert Troubleshoot and resolve customer requests and issues Document and advise customers of new features in knowledge-base Minimum Qualifications Fluent English reading & writing skills 2+ years of hands-on experience as a Salesforce Administrator or Super User (in Lightning Experience) 2+ years in a relationship management role responsible for stakeholder or customer communication, presentations, training/demos or product walk-throughs and regular status reports. Strong experience with Custom Objects in Salesforce. We don’t use standard objects like Opportunities, Campaigns, or Leads, as our platform is heavily customized. Strong experience with Flows, Sharing Rules, Permission Sets, Permission Set Groups, Reports, and Dashboards in Salesforce. Excellent written and oral communication skills; you will be required to contribute to our knowledge base and liaise with customers to: Capture user requirements Communicate new features, and Provide technical support A proactive attitude to platform enhancements, and a desire to implement best-practice solutions A proactive attitude to technical/customer support and ticket management What Will Give You a Competitive Edge (preferred Qualifications) 2+ years as a Senior Salesforce Administrator, with Administrator and/or Advanced Administrator certifications (Lightning Experience) Project Management experience (JIRA preferred) Familiarity with software development processes Familiarity with Salesforce.com-compatible products Business Aviation industry knowledge Experience within a Salesforce ISV or OEM partner Management of integrated applications and third party apps e.g. DocuSign, Mailchimp, Ring Central Experience translating the value of solutions or products to senior leaders and customers, so the audience immediately understands the “why” Bachelor’s Degree in Business, Technology or related field or 3-5+ years of relevant experience