This will be a technical resource that combines an extensive Salesforce admin experience with a strong understanding of Customer Success (CS) related programs, org structures, tools, best practices, and strategies. This resource will be dedicated to supporting VAST Data’s Customer Success (including customer support and professional services teams, working directly with all levels of the organization. This technical role would be focused on 5 main areas, related specifically to our organization’s use of Salesforce in the broader business context:
- Tools & Technology
- Process & Policy
- Reporting & Analytics
- Support & Enablement
- Key Initiatives
Tools & Technology
- Act as the primary admin for Salesforce Service Cloud and Salesforce Community Portal, representing customer needs to our various business partners
- Assist the Customer Success team by gathering feedback and working with the CS Tools & Automations team to consult, research, evaluate, and design new tools and workflows within Salesforce which simplify and reduce repetitive manual work.
- Collaborate closely with Systems Integration team, IT, Finance, and Operations teams within VAST to implement solutions and create workflows within Salesforce that support Customer Success operations.
- Collaborate with RevOps team members to ensure interoperability of Salesforce and other GTM related applications
- Report out on Salesforce utilization across the user base to ensure adoption and optimize spend.
Process & Policy
- Work closely with Sales, Finance, Operations, and Revenue Operations ops teams to assess and streamline Customer Success related processes and policies across the business to promote: a) adoption / ease of use, b) scalability, and c) data integrity
- Develop and implement CS- related SOPs in collaboration with stakeholders from IT, Operations, Finance, and Product Management to drive standardization, scale, and operational excellence.
- Troubleshoot CS-related related process errors and data issues to both provide an immediate fix and implement resolutions and improvements across business systems
- Document data integrity standards as they relate to our core business processes, including customer onboarding, shipping addresses for FRU part dispatch, customer contracts, customer happiness and Co-Pilot assignments.
Reporting & Analytics
- Develop CRM analytics packages and reports for Co-Pilots that can be used and adapted to meet customer needs for regular business reviews.
- Develop and maintain CS-related dashboards and reports in SFDC and Tableau
- Serve as the go-to person for CS-related one-off reports and help requests
- Work closely with RevOps, Finance, and others to enact and maintain a master data management strategy to ensure the integrity of our GTM database
Support & Enablement
- Act as a primary support resource across Customer Success teams for all help requests related to Salesforce workflows, processes, and analytics.
- Create and maintain runbooks for CS team members that enable them to manage their customers within our data management framework
- Train new and existing team members on CS Salesforce processes
- Work with CS Leadership to adapt our workflows and automations in Salesforce for external partnerships
- Audit compliance and adherence to our data standards and SOPs on a quarterly basis
Key Initiatives (with a focus on: tools, process, analytics, & enablement)
- SFDC CS User Administration (provisioning, access rights, UI/UX, role hierarchy, etc.)
- Partner Account structure for support and services (resellers, distributors, OEMs, & GSIs)
- Customer Happiness: maintain complete set of data and reporting out to VAST leadership
- Customer Onboarding: site creation and administration during sales-to-CS handoff
- Customer Portal Administration (user admin, access rights, UX/UI, reporting, modules, etc)
- Salesforce Service Cloud administration
- CS Onboarding related to use of Salesforce
- VAST CS QBR Reporting & Analytics: contribute accurate reports for business meetings and milestones
Requirements
- 5+ years in Customer Support/Business Operations, or similar role; Bachelor's degree or equivalent work experience.
- Certified Salesforce Administrator
- Preferred: Experience Cloud Consultant Certification and Service Cloud Consultant Certification
- Preferred: Experience supporting a global customer-focused team
- Preferred: Enterprise software or high-tech industry experience is a plus.
- Intermediate to Advanced experience with Tableau, Salesforce dashboards and Excel/Gsheets to design and produce business insights and analytics.
- Location: Raleigh, NC preferred
- Travel: 20% to Tel Aviv and San Jose offices
Qualifications
- A relentless drive and a customer-first mentality are essential.
- Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts.
- Proven track record in program management, execution, change management, and cross-functional stakeholder management.
- Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives.
- Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact.
- Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns.
- Ability to thrive in a culture of transparency and direct feedback.
