2 months ago
Madrid, SpainSenior
Responsibilities
- Translate stakeholder needs into user stories, technical requirements, and scalable Salesforce solutions.
- Lead solution design and business process mapping for post-sale workflows including case management, entitlements, licensing, assets, logistics, portals, onboarding, renewals, and expansion support.
- Configure and administer Salesforce Service Cloud, including case routing, entitlement processes, knowledge, Experience Cloud portals, Omni-Channel, SLA escalation, asset tracking, and customer communities.
- Drive support portal strategy and implementation using Salesforce Experience Cloud.
- Partner with upstream CPQ and Order Management systems and the Lead-to-Order/Order-to-Cash architect to support post-sale fulfillment and handoffs.
- Manage Flow Automations, Approval Rules, and core Service Cloud administration.
- Coordinate sprint planning, backlog grooming, and UAT with engineering teams.
- Identify process gaps and improve efficiency, data quality, and user experience.
- Maintain requirements, process-flow, and configuration documentation and support knowledge transfer and enablement.
Requirements
- 8+ years of overall professional experience.
- 3+ years of hands-on Salesforce Service Cloud experience.
- Strong experience with post-sale processes including case management, entitlements, licensing, and asset management.
- Ability to bridge business stakeholders and technical engineering teams and translate complex requirements into scalable configurations.
- Hands-on experience with Service Cloud, Case Management, Entitlements, Knowledge, Experience Cloud/Portals, and Asset Management.
- Proficiency with Salesforce platform administration, Flow Automations, Approval Rules, and Service Cloud functionality.
- Ability to leverage AI tools and emerging technologies to improve workflows and solution delivery.
- Excellent communication and stakeholder management skills.
- Experience in agile/scrum delivery environments.
- Bachelor's degree in Computer Science, Business, or equivalent experience.
- Required Salesforce Administrator certification.
- Required Salesforce Service Cloud Consultant certification.
- Preferred Salesforce Experience Cloud Consultant or Salesforce CPQ Specialist certification and experience with CPQ/Lead-to-Order solutions.
- Preferred experience with Gainsight, Totango, Conga, DocuSign, Copado, Gearset, depot/logistics, field service management, or high-growth SaaS and data-driven GTM organizations.
Categories
Solutions Engineering
