Salesforce Service Cloud Platform Manager

As the Salesforce Service Cloud Platform Manager, you will be the point of contact for our global business users and digital team, ensuring seamless operation and continuous improvement within our Salesforce Service Cloud environment. In this role, you will be responsible for driving adoption of best practices and empowering business users to elevate our customer service capabilities.

Key Responsibilities :

Key User Management :

Develop and maintain a robust Key User network, fostering a collaborative environment for knowledge sharing and feedback gathering. Provide ongoing training and support for Key Users, empowering them to act as champions for the Service Cloud platform within their teams.

Platform Governance :

Collaborate in developing user guidelines and best practices that optimize platform utilization and data integrity. Implement and maintain governance procedures, designed by the business for Service Cloud usage. Monitor adherence to established guidelines and processes, identifying and addressing deviations.

Change and Project Release Orchestration :

Evaluate project and change requests from a business perspective, ensuring alignment with strategic objectives. Oversee the entire release lifecycle, including demand orchestration, project management, UAT (User Acceptance Testing) execution, and communication strategy to the digital, and business teams.

Integration Monitoring :

Develop and execute monitoring processes to identify and address any integration issues proactively, in collaboration with SAP and the digital team.

User Management :

Oversee the user lifecycle within Service Cloud, managing user creation, access control, and permissions assignments.

Qualifications :

• 5+ years of experience working with Salesforce Service Cloud, preferably within minerals and chemicals distribution companies.
• Strong understanding of key user management principles and best practices.
• Experience in change and release management methodologies (e.G., Agile, Waterfall).
• Excellent communication skills in English, both verbal and written. Any other language is a plus.
• Good communication and interpersonal skills, with the ability to build relationships and collaborate effectively with various teams, including executives and sales and customer service leadership, as well as end users.
• Good project management skills, including planning, scheduling, risk management, and team leadership.
• Strong understanding of the Salesforce platform, including its core features, configuration options, and administration tasks such as user management, profile and permission sets, and security settings.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Salesforce Certified Service Cloud Consultant certification required
• Experience with SAP and data migration tools, techniques, and API integrations (e.G., MuleSoft) is a plus

What we offer :

We understand that attracting and retaining top talent means offering more than just a good job. That’s why we’re proud to offer :