Salesforce Customer Support Specialist

3 tygodni temu

Kraków, Lesser Poland TN Poland Pełny etat

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Client:Location:Job Category:

Other

EU work permit required:

Yes

Job Reference:

039a6f09e297

Job Views:

3

Posted:

03.04.2025

Expiry Date:

18.05.2025

Job Description:

Scaleworks is a private equity fund that acquires and invests in B2B SaaS companies. Our goal is to accelerate sustainable, high-growth software companies and help them become even more successful. Each company has its own unique product, team and story, all while being a part of the Scaleworks family.

Headquartered in San Antonio, Texas, we have over 330 employees located in our offices in the US and Poland. Our Polish office is based in Kraków.

We don't limit ourselves to one thing. We work with varied, brand new technologies and tools to develop our products from different areas such as fin-tech, social media content, e-commerce or regenerative agriculture movement. Diversity is exciting; it always gives a chance to learn and explore

Your role:

We are looking for a Salesforce Customer Support Specialist to solve business and technology problems for existing clients. This role also helps to work directly with new customers.

In this position, interpersonal skills are just as important as technical expertise. Our customers have adopted a data-first approach to marketing. As a support/configuration specialist, you'll help them understand what to do with that data — and why — as you guide them through onboarding, business process reviews, installation, and deployment. You will also help with troubleshooting product problems.

The role reports directly to the VP of Customer Success.

Customer-Facing Responsibilities
  1. Provide 1st and 2nd line support for AppExchange products.
  2. Address and resolve customer inquiries and issues.
  3. Escalate complex issues to the development team.
  4. Provide feedback on common issues to improve the product.
  5. Guide customers through the installation of their products.
  6. Advise customers on best practices for integrating product with their existing processes and tools.
  7. Lead collaborative business and technical review sessions with customers.
  8. Manage the technical tasks of product installation, including customizations, configurations, deployment, and testing.
  9. Facilitate smooth handoff of customers from installation to Customer Success Managers.
Key Responsibilities:
  1. Deep and Strategic Technical Understanding - Understanding and clarification of client goals and building efficient processes to help achieve a client's success. Will need to have an understanding of how to deploy our products quickly and efficiently and make strategic recommendations.
  2. Account Ownership: "The buck stops here" mentality. Though you will often need to engage other parts of the organization to find an internal solution, you will take full ownership of the clients.
  3. Client Engagement: Serve as the primary point of contact for clients from a long-term perspective. Build strong relationships with key stakeholders, understand their unique requirements, and proactively address concerns to foster trust and satisfaction.
  4. Requirements Analysis: Collaborate with clients to gather and analyze requirements, translating business needs into actionable project plans and technical specifications. Ensure alignment between client expectations and solution capabilities to drive value realization.
  5. Solution Configuration: Work closely with internal teams to configure our products/services according to client specifications. Provide guidance on best practices and customization options to optimize solution fit and functionality.
  6. Training and Adoption: Develop and deliver training programs to empower clients with the knowledge and skills needed to maximize the value of our solutions. Drive user adoption through effective change management strategies and ongoing support.
  7. Performance Monitoring: Establish key performance indicators (KPIs) and success metrics to track the impact of our solutions post-implementation. Continuously monitor performance and identify opportunities for improvement to enhance client value over time.
  8. Risk Management: Anticipate and mitigate potential risks and obstacles that may impact renewal success or client satisfaction. Implement contingency plans as needed to minimize disruptions and ensure project continuity.
  9. Cross-Functional Collaboration: Collaborate closely with sales, product management, development, and support teams to facilitate knowledge transfer, gather feedback, and drive product enhancements based on client insights and market trends.
Requirements:
  1. Active Salesforce certification - Salesforce Administrator - and relevant experience
  2. Ability to understand Marketing Operations requirements
  3. High emotional intelligence with an analytical, detail-oriented mindset
  4. Extensive experience across the Salesforce product suite
  5. Proficiency and comfort working with Salesforce reports and dashboards
  6. Proven ability to design, optimize, and integrate business processes across systems
  7. Clear, precise communication and active listening skills
  8. Willingness to build a consultative skillset
  9. Proficiency in written and spoken English.
Working Hours:

- 2:00 pm - 10:00 pm Polish time

Location:

- Preferably: Warsaw or Krakow

Nice to have:
  1. Active Salesforce certification - Advanced Salesforce Administrator or/and Sales Cloud Consultant
  2. 2+ years of experience in marketing operations systems
  3. Experience with customer success/support
  4. Familiarity with the Salesforce data loader
  5. Knowledge of marketing automation programs
  6. Experience using Amazon Web Services (AWS)
Our offer:
  • Development fund of 3k PLN per year per head
  • Flexibility in choosing the type of contract
  • Paid holiday
  • Private healthcare (Luxmed via Warta)
  • Sports card (Multisport)
  • Free English classes
  • Team building and socializing events

Are you ready to join our team?

If you're passionate about Salesforce development and eager to work on innovative products that empower businesses, we'd love to hear from you. Apply today and become part of our mission to make marketing truly measurable

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