Salesforce – Success Lead

(Location: Canada- Remote)

Company Introduction:

Shift is one of North America’s leading Salesforce consulting partners specializing in everything Salesforce. Headquartered in Toronto, the Shift team includes staff throughout North America. Our expert team of award-winning Salesforce certified analysts, consultants and developers drive innovative solutions for some of the world’s most recognized brands like Warner Media, Viacom, Activision, AMC, Fubo TV and so many more.

Shift offers a rewarding and fast-paced environment where diversity, innovation and leadership are not just encouraged, they’re celebrated! At Shift, you will quickly become an integral part of a passionate team that solves complex problems in Media & Communications, High Tech, and beyond. Shift offers a competitive salary and benefits package, plus FLEXIBLE vacation and remote work options, fitness & wellness subsidy, and other perks to maintain a true work/life balance and make you love coming to work every day!

This position for employment will be based out of Shift’s Toronto office at 404/Steeles with general office hours from 9:30am-5:30pm, with some remote flexibility and travel required. Candidates outside of the Toronto/GTA area will be considered and will need to be comfortable working remotely.

** COVID-19 UPDATE – Team is completely remote for the foreseeable future **

As the Success Lead, you will be leading the way to assisting our clients through their journey. You will be working directly with clients and providing direct support to address their challenges. In addition, you will be assigning cases to other team members based on workload and complexity, while overseeing to ensure adherence to Shift best practices and high client satisfaction.

Shift offers both case based support on an on demand model as well as Managed Services, which in addition to service level agreements, also requires fulfilment of proactive offerings like release note reviews and impact assessments.

In this role you will:

  • Manage all incoming client cases
  • Triage and assign based on SLA and Priority / Impact of request
  • Work directly with clients to understand and execute on cases owned by yourself
  • For more complex or development focussed cases, capture requirements, document and communicate with Development Lead and manage client expectations on timeline and budget
  • Complete QA activities, including test case documentation and execution on work prior to client hand off
  • Perform the duties of a Sr. Analyst as required based on team bandwidth and Shift business need
  • Provide internal sign-off on the prototype prior to UAT and Go-Live based on alignment to requirements and best practices, including both declarative and custom development and the configuration of Shift’s Baseline Configuration checklist
  • Acquire the Certified Salesforce.com Administrator (ADM201), Certified Salesforce.com App Builder and Certified Salesforce.com Sales Cloud Consultant certifications within the first 6 months of employment at Shift, if not previously acquired

In order to qualify you must have the following essential qualities and experiences:

  • Ability to quickly understand and communicate technical issues, demonstrating the ability to pro-actively investigate and resolve customer issues
  • Experience as a Salesforce user or administrator with the knowledge and ability to perform simple Salesforce Administrative functions:
    • Manage users, data, and security
    • Maintain and customize Sales Cloud and/or Other Salesforce Cloud applications
    • Experience with workflows, process builder or flows
    • Build reports, dashboards
  • A self-starter, demonstrating self-confidence, enthusiasm, and the ambition to succeed within a fast-paced work environment
  • Effectively prioritize and execute tasks in a constantly changing work environment with an emphasis on attention to detail
  • Proficiency in the use of Internet/Web-based applications (e.g. Microsoft Office Suite, Google Docs Suite)
  • Advance working with Excel (e.g. pivot tables, VLOOKUPs, etc.)

It would be an added bonus if you also had the following:

  • Experience with Project Management methodologies
  • Experience with other CRM applications
  • Experience with Web based Applications

What Shift can offer you:

  • Extremely competitive base salary
  • Bonus plan based on company performance
  • Fully paid health and dental package
  • Flexible/Unlimited vacation and sick time policy
  • A great company culture with various programs including: subsidized certifications, employee referral bonuses, and fitness and wellness subsidy

This job may require additional responsibilities and duties as assigned by Shift.

To learn more about Shift CRM, please visit our website at www.shiftcrm.com

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