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Salesforce

Technical Success Consultant, Industry Health Cloud

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Job Category

Customer Success Group

Job Details

Location: Casablanca, Morocco
 

JOB DESCRIPTION

The Strategic Product, Partner Customer Engagement Team (SCPPE) is the group within the Customer Success Group that holds our subject matter experts for all of Salesforce’s products, programs, and processes. Our product experts drive the relationship and alignment to their respective technology and product stakeholders and ensure that CSG Field and CSG Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs as it relates to various products.

The Health Cloud Success Consultant provides tailored guidance to our most strategic customers leveraging their deep Health Cloud product expertise. Success Consultants work collaboratively in a team with other Success Consultants and Architects across the EMEA region and partner with key stakeholders at Salesforce such as Success Managers, Services, Support, Product Management, and Engineering to make our customers successful.

A Salesforce Health Cloud Technical Success Consultant is an experienced subject matter expert of Salesforce Health Cloud and how it’s used within the HLS Industry, Public Health and for Work.com (technical or functional). The Success Consultant can quickly establish relationships with both business and technical audiences and serve as a trusted advisor in crucial conversations. We are grounded in business value - increasing adoption, enabling services opportunities, preventing attrition & supporting big-bet sales opportunities.

THE TECHNICAL SUCCESS CONSULTANT'S RESPONSIBILITIES

Strategic Engagements

  • Support Strategic Customer Engagements that leverage deep Health expertise, Governance Best Practices, and a good understanding of the larger Salesforce ecosystem to drive business value for both our customers and Salesforce

  • Proactively work with strategic customers to create a joint vision, review architecture, suggest best practices, and clear roadblocks

  • Support Success Manager enablement on an emerging technology or product trends and initiatives through i.e. internal webinars

  • Sample engagements: Provide design expertise and make recommendations to an organization for their contact tracing and vaccine management needs; Help a large HLS player (hospital, insurance company) transform their patient experience with Health Cloud; and Provide design expertise and make recommendations to a pharmaceutical customer managing vaccine distribution and outcomes.


Targeted Interventions

  • Red Account requiring technical or functional support to help resolve and reduce attrition risk

  • Select 1-to-many Customer-Facing Product/Feature Adoption Webinars

  • Summarise top Product Gaps in EMEA for TMP teams and collaborate on product improvements

  • Work with professional services to ensure success targets and provide support for project teams.

EXPERIENCE AND SKILLS

  • 2+ years experience in technical support or consulting, including deep functional and technical knowledge, in Salesforce Service Cloud, Salesforce Health Cloud product, or related applications in the Health Industry in SaaS environment. Features knowledge, capabilities, best practices usage, and how to deploy and integrate with other systems.
  • Experience with the Health Care industry, working in projects or customers, and a deep understanding of business processes within the Health Care sector.
  • Experience in developing technology solutions with OOP languages such as Apex, Java, JavaScript.
  • Architecture exposure across systems integration, application architecture, TOGAF, PaaS, SaaS, ALM would be desirable.
  • Experience dealing with large scale, technologically or functionally complex accounts, which are constantly challenging product capabilities
  • Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.
  • Ability to work independently and be a self-starter, prioritize, manage multiple concurrent engagements for high-quality outputs and perform effectively under pressure.
  • Understanding of business processes like Sales, Service, and Support

DESIRED QUALIFICATIONS AND CERTIFICATIONS

  • Salesforce product certifications including Salesforce Administrator, Platform App Builder or Platform Developer
  • Multilingual speaker including English, French, German, Spanish or Italian, etc
  • Functional or technical knowledge of Salesforce products and features such as Sales Cloud, Service Cloud, and Communities. An understanding of capabilities and best practices.

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