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Employee Success
Job Details
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Join our dynamic team as a Technical Instructor - Webinars, focused on delivering exceptional 1:Many customer engagements, empowering individuals and organizations to use Salesforce's robust platform effectively.
You are a passionate individual who thrives on educating and guiding customers through interactive webinars and consultative engagements. You will show customers how to design, code, test, debug, package and deploy, using standard methodologies on the Salesforce or Mulesoft AnyPoint Platform. As a key team member, your expertise is vital in accelerating technical features and cloud adoption, while ensuring outstanding customer satisfaction and success.
Responsibilities:
- Deliver technical, high standard 1:Many customer engagements, tailored to various levels of expertise, including beginner, intermediate, and advanced.
- Answer real-time questions from customers and provide additional resources
- Ability to explain sophisticated features in an easy-to-follow manner
- Ability to demonstrate features and functionality with hands-on demos and exercises
- Held up as a standard of excellence in delivering effective, well-managed and well-facilitated webinars
- Stay ahead of the latest developments in Salesforce technology, standard processes, and integration methodologies
- Action Best Practice Insight including:
- Product Education
- Technical Advice
- Adoption Guidance
- Accelerate Feature / Cloud Adoption
- Manage Consultative Engagements with Customers
- Drive Guided Success Engagements
- Cross-collaboration with the Product Education team including Content Development, Delivery and Success Guides
- Consistently receive outstanding customer happiness scores of 4.7+ (out of 5)
- Maintain a 70% Utilization Targets
Required Qualifications & Experience:
- Bachelor's degree in Computer Science, Information Technology, Engineering or equivalent relevant experience is preferred.
- Salesforce Platform Developer I and II and/ or Mulesoft Developer certification is required; additional certifications such as Platform App Builder, Platform Developer, Mulesoft Architect or Salesforce Architect certifications are a plus.
- Overall demonstrated ability with relevant work experience on Salesforce and/ or Mulesoft platform products
- Proven success leading customer-facing presentations and engagements
- Experience with virtual training platforms and tools, such as Zoom or WebEx
- Programming Skills: JavaScript, Java, C#, HTML and CSS, SOQL and SOSL, REST and SOAP APIs, Apex and Visualforce.
Preferred Qualifications & Skills:
- Solid understanding of the overall Salesforce platform suite and applications
- Able to handle objections, prioritize customer issues, and collaborate with manager and colleagues to effectively drive resolution
- Demonstrable ability to manage time and prioritize activities while performing effectively under pressure
- Support Success and Sales Teams to ensure that customer gets maximum value out of the platform
- Understanding of business analysis, organisational change, user adoption, release management, and governance
- Proficiency in Italian, French, German, Spanish and/ or Portuguese is a plus
Soft Skills:
- COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support sophisticated engagements
- EXPERTISE: Solid understanding of industry-standard methodologies and implementation experience of the salesforce product suite
- LEARNER: Has a passion for continued education in new technologies and sophisticated business and technical concepts
- PASSION: Passionate about Customer Success and a great listener
- CULTURE: Embodies inclusive culture and a standout colleague that everyone enjoys working with
- TRUST: Ability to earn the trust of the customer and live the company's core values
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