Salesforce Service Lead

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Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation. Omega CRM is looking for Salesforce Service Lead.

Overview

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. We form part of the dentsu group and offer end-to-end solutions across media, creativity, content, technology, and strategy to deliver real business impact.

Responsibilities

• Provide support in Pre-sales tasks for assigned accounts : Solution design, estimation, planning, and assumptions.
• Share with the service team the client\'s vision, goals, and expectations.
• When there\'s a dedicated team, allocate and supervise their tasks, managing assignments, vacations, and absences during the service.
• Manage service progress to ensure deadlines, scope, and budget are met.
• Facilitate change requests to ensure all parties are informed about schedule and budget impacts.
• Provide visibility of service progress to the client and the Client Lead. Lead follow-up meetings.
• Alert operations management about potential deviations.
• Supervise all incoming and outgoing service documentation.
• Lead the resolution of problems arising from service evolution.
• Pursue customer satisfaction regarding the service.
• Ensure service objectives are met. Subsequently evaluate the service and identify successful and unsuccessful elements.
• Responsible for sending customer satisfaction surveys regarding the service.
• Identify potential Up & Cross Selling opportunities for the account.

Mandatory Skills

What we offer

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact. With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating : 4.9 / 5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM, we believe in growth through people – guided by our values : #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.

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