Director, Salesforce Customer Experience – Leading Digital Transformation and Delivering Exceptional Customer Journeys at blithequark

Introduction to blithequark

At blithequark, we're redefining the future of customer experience through human-centered design, cutting-edge technology, and data-driven insights. As a leading global solutions company, we empower brands to grow and thrive in an ever-evolving landscape. With a presence in over 70 countries and a reputation for delivering game-changing solutions, we're the perfect platform for ambitious professionals to make their mark. Our mission is to challenge conventions, deliver unimagined outcomes, and create experiences that exceed expectations.

About the Role

We're seeking an exceptional Director, Salesforce Customer Experience to join our blithequark Catalyst team. As a key member of our professional services team, you'll work closely with clients to design and implement tailored Salesforce solutions that drive successful customer and agent experiences. With a focus on end-to-end contact center expertise, you'll leverage your knowledge of Salesforce and industry trends to deliver innovative solutions that meet the unique needs of our clients.

Key Responsibilities

• Leadership: Lead and mentor a team of Salesforce practitioners, ensuring adherence to best practices and staying updated with the latest Salesforce advancements.
• Solution Design: Participate in pre-sales meetings, establish scalable solutions, and present proposals to clients. Lead customer requirements definition and solution design workshops, gathering and mapping business requirements to functional/technical requirements.
• Project Delivery: Oversee the design, build, and run of Salesforce solutions, assessing and making recommendations on business process, design, building, testing, and run of project solutions. Manage demos development, user acceptance testing, and configurations/customizations as needed.
• 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.
• 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. Create innovative solutions and provide training and support to end-users, clients, and project teams.
• Documentation: Create and maintain comprehensive documentation for all solution designs and implementations, ensuring knowledge transfer and documentation for future reference.

Essential Qualifications

To succeed in this role, you'll need:

• A minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
• Salesforce certifications, including Administrator, Service Cloud, and Experience Cloud (plus other certifications, such as Data Cloud, Contact Center, and Architect Level).
• Proven leadership skills, with the ability to mentor and guide clients and team members.
• Excellent problem-solving and analytical skills, with attention to detail and a commitment to delivering high-quality solutions.
• Strong knowledge of Salesforce and integrations with other systems, as well as industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
• Experience with Salesforce Einstein and AI-driven solutions (plus).
• Expertise in Service Cloud, contact center experience, and Agile or Scrum methodologies.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• 10+ years of experience in enterprise software applications.
• Multiple full lifecycle Salesforce implementations.
• Knowledge of Salesforce's account executives, RVP, and other leaders, as well as how they partner with the Channel.
• Experience with integrating Salesforce with other systems, data mapping, using APIs and middleware.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their skills. As a Director, Salesforce Customer Experience, you'll have access to:

• Comprehensive training and development programs, including Salesforce certifications and industry-specific training.
• Mentorship and coaching from experienced professionals.
• Opportunities to work on high-profile projects and collaborate with cross-functional teams.
• A culture of innovation and experimentation, with the freedom to try new approaches and solutions.

Work Environment and Company Culture

At blithequark, we pride ourselves on our remote-first approach, offering flexible work arrangements and a collaborative, dynamic work environment. You'll be part of a global team that values diversity, inclusivity, and creativity, with a focus on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A comprehensive benefits program, including private medical plans, retirement savings plans, and paid learning days.
• A flexible work environment, with the option to work from home or in one of our global offices.
• Access to cutting-edge technology and tools, including the latest Salesforce releases and innovations.
• Opportunities for career growth and development, with a focus on promoting from within.

Conclusion

If you're a motivated and experienced Salesforce professional looking to make a real impact, we'd love to hear from you. As a Director, Salesforce Customer Experience at blithequark, you'll have the opportunity to work on high-profile projects, collaborate with cross-functional teams, and deliver exceptional customer experiences. Apply now to join our team and take your career to the next level.