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Job Category
Customer Success
Job Details
The Senior Technical Consultant supports a work stream in sophisticated enterprise customer engagements, partnering with key collaborators to achieve the vision while completing key deliverables. They serve as hands-on advisors, using strong solution and technical knowledge, Salesforce product knowledge, industry experience, consulting experience, and knowledge of their client’s business to deliver customer return on investment.
Senior Technical Consultants demonstrate thought leadership in technical aspects of customer and partner engagements that lead to the successful delivery of enterprise desktop, cloud, and/or mobile solutions, including enterprise integrations leveraging middleware tools and platforms. Senior Technical Consultants deliver technical solutions to meet the customer’s business and technical requirements. They lead the evaluation of options and subsequent presentation and education of the customer/partner. They will also identify and proactively manage risk areas, and commit to seeing issues through to complete resolution.
YOUR IMPACT: Responsibilities
* Become a highly certified and recognized Salesforce expert
* Help clients consistently meet/exceed goals and metrics
* Contribute to customer success through front and backend solution development and release management
* Deliver high client satisfaction (CSAT)
* Provide guidance on the application and integration development best practices, Enterprise Architecture standards, functional and technical solution architecture & design, environment management, testing, and Salesforce Platform education.
* Drive the creation of application and technical design documents which leverage Salesforce best practices and effectively integrate Salesforce into the customer’s infrastructure.
* Troubleshoot key customer implementation issues and demonstrate the ability to drive to a successful resolution. Lead the evaluation of business and technical requirements from a senior level.
* Identification and proactive management of risk areas and commitment to seeing an issue through to complete resolution.
* Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners.
* Build relationships with business partners, internal and external, and contributing to broader goals and growth beyond the scope of a single customer engagement.
* Contribute to the growth of the Services Practice by identifying and leading internal strategic initiatives to grow the consulting practice, leveraging junior teammates to achieve individual as well as team growth; serving as an active contributor to the practice knowledge and resource base; mentor, educate, and enrich technical and non-technical Salesforce customer and partner colleagues.
MINIMUM QUALIFICATIONS
- Secret Clearance: Requires providing 10 years of verifiable work and residence history, generally from within Canada* 3+ years of enterprise consulting experience, including implementation experience with one or more common enterprise software solutions (e.g. CRM, ERP), filling positions of increasing responsibility and management of more junior technical resources.
- 3+ years experience as an Architect or Senior Developer in a mid to large-sized organization with demonstrated leadership driving an organizational transformation in a matrixed organization.
- 2+ years experience as an Architect or Senior Developer in a mid to large-sized organization with demonstrated leadership driving an organizational transformation in a matrixed organization.
- Experience with key areas of enterprise architecture, including integration technologies, single sign-on, and master data management.
- Experience with Waterfall and/or Agile implementation methodologies.
- Ability to work independently and be a self-starter. Proven results leading and overseeing customer and/or partner success stories in the following domains: front- and back-end solution architecture, development and release management strategies, change management, and direct leadership in designing solutions that meet or exceed customer needs.
- Proven ability to analyze, design, and optimize business processes via technology and integration.
- Guiding customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value.
- Polished speaker with the ability to evangelize best practices at various levels within a large organization.
- A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
- Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience.
- Strong presentation skills. Able to effectively present and defend a point of view to a variety of audiences.
- Travel to client site (average of 25%), but maybe higher or lower based on the client engagement.
- Cachelor's degree required in Computer Science, Software Engineering, Business, or in a related field.
- Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and on-boarding process in the first 3 months:
- Salesforce Certified Platform Administrator
- Salesforce Certified Platform App Builder
- Salesforce Certified Platform Developer
- Salesforce Certified Agentforce Sales Consultant
- Salesforce Certified
- Service Consultant
- Salesforce Certified Agentforce Specialist
- Salesforce Certified JavaScript Developer
PREFERRED QUALIFICATIONSLeadership Qualities* PASSION: Passionate about Customer Success
* BEGINNERS MIND: Always learning, approaches each interaction with an open mind, a great listener, and hands-on
* THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, a great storyteller
* URGENCY: Ability to move fast and drive business value and results
* OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
* TRUST: Trust the company’s core values
* ADAPTABLE: Excels in high levels of uncertainty and change
Security Clearance: This position requires the ability to obtain and maintain a Canadian Government Security Clearance. Candidates are not required to hold an active clearance at the time of application or interview; however, the successful candidate must be eligible to obtain clearance as a condition of employment.
Reliability Clearance: Requires providing 5 years of verifiable work and residence history, generally from within Canada
Secret Clearance: Requires providing 10 years of verifiable work and residence history, generally from within Canada
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
