Customer Success Lead Consultant

1 week ago

Sydney, New South Wales, Australia Cloudwerx Full time

Role Title - Customer Success Lead Consultant

Location – ANZ

This Role Reports To – Head of Customer Success

Summary

We are seeking a passionate and experienced Salesforce Lead Consultant to join our growing Customer Success team. As a Lead Consultant you will play a pivotal role in ensuring the success of our customers by providing comprehensive guidance, technical expertise, and strategic thought leadership to clients in their Salesforce implementation, adoption and investment optimisation journey.

Role Purpose

A Salesforce Lead Consultant is a highly experienced professional who has a deep understanding of Salesforce technology, business processes, consultancy and best practices.

You will work closely with cross functional teams including Customer Success Services, Account Management, Presales (including Salesforce CTA's) and other functional heads to foster strong client relationships, assist with the execution of client centric account plans, and contribute to our team's overall success.

Role Responsibilities

The responsibilities of a Salesforce Lead Consultant may include, but are not limited to:

  • Leading consulting engagements with both managed services and project delivery services clients, including scoping, design, implementation, and delivery of Salesforce solutions.
  • Designing and conducting discovery, design and requirements elicitation workshops, driving client and internal stakeholder to achieve the desired workshop outcomes.
  • Facilitate pre-boarding activities with new managed services clients.
  • Grooming and documenting requirements at varying levels of details at different stages of the project and also ensuring there are clear requirements and implementation traceability throughout the engagement.
  • Developing and maintaining relationships with key stakeholders within the client organisation.
  • Collaborating with cross-functional teams, including sales, account management, marketing, managed services, pre-sales and technical teams, to deliver solutions that meet client needs.
  • Leading and mentoring other consultants and support agents, providing guidance and support in their professional development.
  • Validating solutions by ensuring the quality of deliverables and compliance with support and project standards.
  • Conducting showcases / demonstrations on the solution implemented throughout the engagement.
  • Providing thought leadership and strategic guidance to clients on Salesforce best practices, industry trends, and emerging technologies.
  • Assist customers to develop roadmaps for solution optimisation.
  • Staying up-to-date on Salesforce releases, new features, and emerging technologies to provide innovative solutions to clients.
  • Participating in pre-sales activities, including proposal development and client presentations when required.
  • Contributing to the development of Salesforce practice methodologies, tools, and templates.

Technical Responsibilities:

  • Incident Management (L2 & L3): Diagnose and resolve technical issues related to Salesforce administration, development and configuration, ensuring timely and effective solutions.
  • System Enhancement & Customisation: Implement enhancements and customisations to Salesforce applications as per client requests, following best practices for development and configuration.
  • Application Requirements & Documentation: Create and document application requirements by collaborating with program staff, programmers, strategic planning, and analysis teams, and/or external consultants.
  • Software Testing Management: Manage the software testing process, including devising test plans, creating test cases, establishing protocols, and coordinating testing.
  • Salesforce Feature Utilisation: Proactively keep abreast of new Salesforce features and functionality, providing recommendations for process improvements.
  • System Health Audits: Ensure security and overall org health by conducting regular system audits.
  • Understand User Stories and Develop Solutions: Understand user stories and develop high-quality code with supporting unit tests and automation.
  • Apex, Lightning, & LWC Development: Develop in Apex, Lightning, LWC to build customised solutions that support business requirements and drive key business outcomes.
  • Testing & Deployment: Conduct unit and integration testing, deploying solutions within the agile SDLC framework to deliver high-quality code on a continuous basis.

Knowledge, Skills & Experience

  • Bachelor's degree in Computer Science, Business Administration, or a related field.
  • Minimum of 3 years experience as a Salesforce Consultant or equivalent function.
  • Salesforce Administrator Certification or equivalent is required.
  • Salesforce certifications such as Salesforce Certified Advanced Administrator, or Service Cloud Consultant are highly desirable.
  • Understanding of other Salesforce Industry cloud solutions is desirable, but not mandatory.
  • Industry experience in any of High-Tech, Financial Services, Retail and Consumer Goods and B2B Manufacturing and Distribution is highly desirable.
  • Strong communication, presentation, and leadership skills are also required.
  • The ability to work collaboratively with cross-functional teams and manage multiple customer interactions concurrently is also important.
  • The ability to build and maintain strong client relationships.
  • Passion for Salesforce and a commitment to customer success.
Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Consulting, Engineering, and Information Technology
Industries
  • Professional Services and Technology, Information and Media
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