Salesforce Technology Support Specialist

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated.

About the role

The Salesforce Technology Specialist supports the Salesforce and Client Relation Center ecosystems by liaising with the business, regional, and group technology teams to ensure the business is provided with support and tools that fit its needs. This role translates business requirements into technical solutions, ensuring regional needs are considered, solutions are tested, and efficiencies are achieved. The Specialist communicates and collaborates with the business to leverage existing tools and communicate enhancement requests. They own the Salesforce and Client Relation Center applications support landscape, including testing, training, and communication from the group technology team. The role drives system integrations and business advisory to improve efficiencies with a customer-centric approach and escalates conflicting views to management with proposed solutions.

Responsibilities

• Assist local and group technology teams in testing Salesforce and related system changes, as well as new software enhancements.
• Coordinate and participate in User Acceptance Testing (UAT).
• Develop and maintain systems technical and user documentation for regional projects.
• Relay user documentation provided by Group Technology to Key users.
• Support a seamless customer journey through backend and Client Relation Center solutions.
• Understand data governance across the Salesforce Richemont application landscape.
• Support and advise Key users in problem determination for issues relating to the Salesforce Richemont landscape (ServiceNow/Jira).
• Provide guidelines on incident management and answer functional and process questions.
• Conduct systematic reviews with Group Technology Level 3 support on open tickets, collected information, follow-ups, and escalations.
• Troubleshoot user access issues.
• Validate data between Salesforce and source systems (SAP).
• Validate issue priority.
• Assist Key users with report creation and extractions.
• Act as a liaison between the local business and Group Technology for Salesforce-supported applications, bringing in Key users to clarify expectations as needed.
• Support Salesforce Richemont tools and interfaces with other systems.
• Meet regularly with business representatives to discuss issues and top priorities.
• Collaborate with Service Desk, Information Security, and connectivity teams as applicable.
• Participate in cross-functional support.
• Develop business understanding with Business users support.
• Discuss and review business processes.
• Maintain and understand call plan development; create/disable users in Vonage.
• Provide workarounds or alternatives to solve problems and help Business users validate technical aspects of enhancement requests (ERs).
• Assist the local team and Group Technology Team in the development and design of Salesforce and Client Relation Center-related system enhancements.
• Understand project implementation considering Salesforce Applications support.
• Provide Salesforce Key users training on new system functionalities.

Requirements

• College education or technical school background in Computer Science or Computer Engineering.

Skills

• 3-5 years of experience in the Salesforce ecosystem.
• Salesforce Service Cloud / Salesforce Commerce Cloud.
• Experience integrating 3rd party platforms and tools into Salesforce.
• Salesforce integration with SAP.
• In-depth experience troubleshooting user access and roles management issues.
• Proven experience leading, owning, and delivering Salesforce-related projects with minimal mentorship.
• ServiceNow and Jira incident management/enhancement requests experience (a plus).
• Salesforce Customer 360 and Service Cloud certifications (a plus).
• In-depth knowledge of Salesforce user setup, security, roles, access management, and reporting tools and techniques.
• Proficiency with Microsoft Office Suite.
• Fluent Commerce and Salesforce Marketing Cloud (a plus).
• Vonage and Medallia support skillset (a plus).
• Excellent written and verbal communication skills.
• Customer-focused with strong self-motivation and ability to work independently.
• Proven ability to collaborate with customers to define issues and plan of action with flexibility.
• Detail-oriented with strong problem-solving skills and working knowledge of project management tasks.
• Ability to work in a diverse, dynamic environment and effectively collaborate across teams.
• Exceptional people skills with demonstrated ability to work with both technical and functional audiences.

Benefits

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones.

• Medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Income protection solutions including life insurance and disability benefits.
• 401(k) with employer match.
• Paid time off.
• Wellness reimbursement benefit.
• Access to the employee assistance program.
• Volunteer days off to support local community initiatives.