Director, Salesforce Customer Experience

Join arenaflex, a Human-Centered, Tech-Powered, Intelligence-Fueled Company

Are you a seasoned Salesforce professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, innovative environment where you can make a real impact? Look no further than arenaflex, a leading global solutions company that reimagines everything Customer Experience (CX) through strategy, talent, and technology.

About arenaflex

arenaflex is a new breed of tech company that combines human-centered design, powerful data, and strong technology to accelerate CX transformation at scale. We're trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents. Our game-changers challenge conventions, deliver outcomes unimagined, and create experiences that go beyond WOW.

The Concentrix Catalyst Team

As a member of our Concentrix Catalyst team, you'll work with the engine that powers the experience design and engineering capabilities at arenaflex. You'll be surrounded by the best in the world, providing market-leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you'll deliver strategic consulting, design, advisory services, market research, and contact center analytics that drive insights and value for our clients.

About the Role

As a Director in Salesforce, you'll be responsible for designing and implementing solutions that enhance the Salesforce platform to meet business needs, achieving customer and agent experiences that drive successful outcomes for our clients. End-to-end contact center expertise and experience are a must-have. You'll work closely with stakeholders to identify requirements, create detailed solutions designs, and lead scalable Salesforce projects. Your role will also involve mentoring, ensuring Salesforce best practices, and staying updated with the latest Salesforce advancements.

Key Responsibilities

* Leadership: + Leads and mentors a team of Salesforce practitioners. + Ensures adherence to best practices in Salesforce.

• Solution Design:

+ Participates in and leads pre-sales meetings and sales opportunities. + Establishes scalable solutions aligned with client needs, estimates level of effort, and prepares proposals. + Presents proposals and solutions to clients. + Leads, participates in, and facilitates customer requirements definition and solution design workshops. + Prepares detailed solutions and blueprints.

• Project Delivery:

+ Oversees and leads the design, build, and run of Salesforce Solutions. + Assesses and makes recommendations on business process, design, building, testing, and run of project solutions. + Understands the technical depth of the project and validates the correct resources for the project. + Oversees demos development and works closely with users on user acceptance testing. + Works closely with clients to assess their architecture and architects solutions that meet their requirements. + Manages and completes configurations and customizations, security model, and user setup as needed. + Documents and implements configurations, customizations, and data mapping requirements for the engagements.

• Contact Center:

+ Designs and implements best-in-class Salesforce-based call center solutions. + Optimizes customer and agent experiences, processes, workflows, and online and call handling best practices using Salesforce capabilities.

• Industry Knowledge:

+ Applies industry-specific knowledge to develop tailored Salesforce solutions. + Stays informed about industry trends and leverages Salesforce Industry Cloud solutions. + Customizes Salesforce to meet regulatory and compliance requirements specific to the industry.

• Continuous Improvement and Innovation:

+ Stays updated with the latest Salesforce features and releases. + Recommends and implements improvements for existing and new Salesforce environments. + Creates innovative solutions. + Provides training and support to end-users, clients, and project teams.

• Documentation:

+ Creates and maintains comprehensive documentation for all solution designs and implementations. + Ensures knowledge transfer and documentation for future reference.

Essential and Preferred Qualifications

* Education: + Minimum Bachelor's degree in Computer Science, Information Technology, or related field.

• Salesforce Certifications:

+ Administrator + Service Cloud + Experience Cloud (a plus) + Data Cloud (a plus) + Contact Center, Architect Level, and other Salesforce Certifications (a plus)

• Soft Skills:

+ Proven leadership skills. + Excellent problem-solving and analytical skills. + Excellent communication and interpersonal skills. + Team player with the ability to work collaboratively in a team environment. + Leadership skills with the ability to mentor and guide clients and team members. + Attention to detail and commitment to delivering high-quality solutions. + Experience in Agile or Scrum methodologies.

Skills and Competencies

* A proven Salesforce professional with multiple full lifecycle Salesforce implementations and at least 7+ years of experience working with Salesforce.

• 10+ years of experience in enterprise software applications.
• Expert in Service Cloud - contact center experience (a plus).
• Strong knowledge of Salesforce and integrations with other systems.
• Industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
• Experience with Salesforce Einstein and AI-driven solutions (a plus).

Work Environment and Company Culture

arenaflex is a remote-first company, and as a member of our team, you'll have the flexibility to work from anywhere. We're a human-centered company that values collaboration, innovation, and continuous learning. Our company culture is built on the principles of empathy, transparency, and accountability.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a great salary, benefits, and perks. Our benefits package includes private medical plans, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. Our company culture is built on the principles of continuous learning and innovation.

How to Apply

If you're a seasoned Salesforce professional with a passion for delivering exceptional customer experiences, we'd love to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We're committed to diversity, equity, and inclusion in all aspects of our business. Apply for this job