Director, Salesforce Customer Experience – Transforming Customer Journeys with arenaflex

At arenaflex, we're redefining the future of customer experience by harnessing the power of technology and human-centered design. As a leading global solutions company, we're committed to delivering innovative solutions that drive business growth and customer satisfaction. Our Concentrix Catalyst team is at the forefront of this revolution, and we're seeking a seasoned Director to lead our Salesforce Customer Experience efforts.

About arenaflex

arenaflex is a new breed of tech company – Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise, helping brands grow across the world and into the future. With a presence in over 70 countries spanning 6 continents, we're trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands.

Our Game-Changers

At arenaflex, we challenge conventions, deliver outcomes unimagined, and create experiences that go beyond WOW. If you're a game-changer who shares our vision, we'd love to discuss career opportunities with you.

The Role

As a Director in Salesforce Customer Experience, 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. With end-to-end contact center expertise and experience, you'll work closely with stakeholders to identify requirements, create detailed solutions designs, and lead scalable Salesforce projects.

Key Responsibilities

* Leadership: Lead and mentor a team of Salesforce practitioners, ensuring adherence to best practices in Salesforce.

• Solution Design: Participate in and lead pre-sales meetings and sales opportunities, establishing scalable solutions aligned with client needs, estimating level of effort, and preparing proposals.
• Project Delivery: Oversee and lead the design, build, and run of Salesforce Solutions, assessing and making recommendations on business process, design, building, testing, and run of project solutions.
• Contact Center: Design and implement best-in-class Salesforce-based call center solutions, optimizing customer and agent experiences, processes, workflows, and online and call handling best practices using Salesforce capabilities.
• Industry Knowledge: Apply industry-specific knowledge to develop tailored Salesforce solutions, staying informed about industry trends and leveraging Salesforce Industry Cloud solutions.
• Continuous Improvement and Innovation: Stay updated with the latest Salesforce features and releases, recommending and implementing improvements for existing and new Salesforce environments.
• Documentation: Create and maintain comprehensive documentation for all solution designs and implementations, ensuring knowledge transfer and documentation for future reference.

Essential Qualifications

* 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.

Preferred Qualifications

* Salesforce Certifications: Administrator, Service Cloud, Experience Cloud, Data Cloud, Contact Center, Architect Level, and other Salesforce Certifications.

• Proven leadership skills.
• Excellent problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Team player with 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.

What We Offer

* Eligible employees can enroll in many benefit programs, including private medical plans, great compensation packages, retirement savings plans, paid learning days, and flexible workplaces.

• A remote-first company, we offer the flexibility to work from anywhere.
• Opportunities for career growth and learning, with a focus on innovation and continuous improvement.
• A dynamic and collaborative work environment, with a team of game-changers who share our vision.

How to Apply

If you're a seasoned Salesforce professional with a passion for customer experience, we'd love to hear from you. Apply now to join our Concentrix Catalyst team and be part of the arenaflex revolution. Apply Job!

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

To request a reasonable accommodation, please click here. If you wish to review the Affirmative Action Plan, please click here. Apply for this job