Global Senior Process Specialist - Salesforce
Core
Lead global Salesforce capability and digital transformation to drive a 90% self-service case resolution ambition for customers and CSRs.
Role type
Senior Process Specialist (Salesforce/CRM)
Builds
Global Salesforce workflows, routing logic, integrations, and case management stability
Domain
Customer Support / Customer Experience / Digital Transformation
Deliverable
dashboards & analysis
Required skills
Salesforce expertise, process design, Lean Six Sigma, data analysis, root-cause analysis, training and coaching
Preferred skills
Stakeholder management, strategic mindset, leadership
Technologies
Salesforce, CRM platforms
Responsibilities
Own end-to-end Salesforce capability and lead digital transformation agenda. Co-design enhancements with Tech to reduce customer effort and streamline workflows. Manage global tool functionality, system stability, and role-based access. Lead global training and capability building. Report on adoption, SLAs, and customer effort drivers. Validate readiness for global releases (UAT, training, communications). Serve as global SME and support regional superusers with coaching and escalation.
Seniority
Senior, hands-on IC with leadership responsibilities