Salesforce Service Cloud and Field Service Practice Lead
Sabio Group acquired makepositive, a multi-award-winning Salesforce Summit consulting partner in 2021. After a period of being run independently we are now entering an exciting phase of consolidation and are looking for a Service Cloud and Field Service Practice Lead to be a key part of this process.
Sabio’s Salesforce practice blends makepositive’s existing Salesforce expertise with Sabio’s Contact Centre and AI experience. To this end we see our focus areas as Sales Cloud, Service Cloud, Experience Cloud, Field Service, CPQ and Mulesoft with an increasing focus on Service Cloud Voice and anticipate being at the forefront of AI within Salesforce.
The Service Cloud and Field Service Practice Lead role is vital to this focus, leading our Service Cloud and Field Service delivery with part of this role’s focus to define our Service Cloud Voice delivery strategy and bring together Sabio’s Amazon Connect and Genesys expertise with makepositive’s Salesforce prowess.
As the person filling the role you will have proven abilities in:
Salesforce Architecture: Expert level Service Cloud and Field Service experience and abilities
CTI: A keen interest in Service Cloud Voice
Pre-sales: Working with Solution Engineers to define scope and estimates
Leadership: Experience of leading a team to deliver Salesforce and an interest in best practice, strategy and defining processes.
Nice to have:
CTI: Ideally experience of Amazon Connect or Genesys but if not experience of projects implementing CTI within Salesforce
Key Responsibilities
Business Development
Develop and maintain collateral for best practice architecture and delivery processes
Work with the marketing and alliances teams to help to define a Service Cloud Voice marketing strategy for Sabio
Monitor product releases and ensure we keep up to date with recommended architectures alongside educating the Sabio team around this
Actively participate in Service Cloud events and presentations
Regular meetings with Salesforce to ensure we are up to date with latest Service Cloud developments
Build strong relationships with the Service Cloud team at Salesforce
Work with marketing to write up client success stories and case studies
Pre-Sales
Join initial calls with prospective clients to understand their business objectives, to help shape the vision and to present Sabio’s Service Cloud and Field Service credentials and experience
Help the pre-sales team with qualification of new Opportunities
Drive initial capture and shaping of high-level Service Cloud, Field Service and Service Cloud Voice client needs (also developing and maintaining internal framework for this analysis)
Assist Solution Engineers with estimates for complex Service Cloud and Field Service requirements
Bring relevant industry experience to ensure proposed solutions are appropriate to the context and deliver “real world” value
Delivery
Work with Heads of Salesforce, Amazon Connect and Genesys to define delivery processes for implementing Service Cloud Voice
Assist Solution Architects with leading the discovery phase of complex engagements involving Service Cloud, Field Service and Service Cloud Voice, gathering requirements through workshops with our customers
Assist Solution Architects by creating and maintaining best practice design artefacts such as Business Process Flows, Entity Relationship Diagrams and As-Is and To-Be Architectures for complex Service Cloud and Service Cloud Voice requirements
Take responsibility in ensuring solutions presented are scalable and future proofed in addition to meeting functional requirements
Skills Knowledge and Expertise
Role Specific Skills:
- Architected multiple Service Cloud and Field Service delivery projects across the full lifecycle (2+ years)
- Excellent influencing skills at all levels required order to obtain buy-in and consensus on design decisions and principles
- Excellent presenter, able to articulate the vision of a programme of work and respond to both technical and functional questions.
- An Agile advocate, promoting the benefits of the methodology whilst ensuring it is applied with discipline.
- Excellent understanding of the wider eco-system of AppExchange products, Salesforce Clouds and ISV offerings when presenting solution options.
What It Takes:
Technical Competencies:
Required
- Service Cloud certified
- Field Service certified
- Experience leading client facing and solution design initiatives
- Experience of CTI implementation and a strong interest in developing this
Preferred
- Experience of Amazon Connect and/or Genesys
- Architect Path Certified (Data Architecture, Sharing and Visibility etc)
- Additional SFDC Cloud certifications
- Experience in any of the following industries: Hi-tech, Telco, Retail, Media, Professional Service or Financial Services
- To be successful in this role, you will have:
- Strong analytical skills
- Good stakeholder management skills;
- Good interpersonal and team building skills; ability to work with diverse on and offshore teams and influence/drive change across functional and business boundaries in a matrix management environment
- Ability to handle multiple projects simultaneously in a fast-paced environment
- Continuous improvement attitude; ability to seek out and implement internal or external best practices
- Ability to work independently and with minimal supervision within the context of a global team
- Strong organizational and time management skills
- Willing to travel and spend periods of time on client site where required
- Able to ride the waves of a dynamic, changing environment
- Work in a manner that champions the organisational values of Trust, Generosity, Transparency, Professionalism, and Happiness.
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
