Experienced Director of Salesforce Customer Experience – Leading Digital Transformation and Delivering Exceptional Customer Journeys with blithequark

Introduction to blithequark

At blithequark, we're redefining the future of customer experience. As a human-centered, tech-powered, and intelligence-fueled organization, we're committed to creating game-changing solutions that help brands grow and thrive in a rapidly evolving world. With a presence in over 70 countries and a client base that includes iconic Fortune Global 500 brands, we're trusted by the best in the industry to deliver exceptional customer experiences that drive business success.

About the Role

We're seeking an experienced Director of Salesforce Customer Experience to join our team at blithequark. As a key member of our professional services team, you'll be responsible for designing and implementing innovative Salesforce solutions that enhance customer and agent experiences, drive successful outcomes for our clients, and deliver exceptional value to their businesses. With a focus on end-to-end contact center expertise and experience, you'll work closely with stakeholders to identify requirements, create detailed solution designs, and lead scalable Salesforce projects that drive business growth and transformation.

Key Responsibilities

• Leadership: Lead and mentor a team of Salesforce practitioners, ensuring adherence to best practices and delivering high-quality solutions that meet client needs.
• Solution Design: Participate in and lead pre-sales meetings and sales opportunities, establishing scalable solutions aligned with client needs and presenting proposals and solutions to clients.
• 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.
• Industry Knowledge: Apply industry-specific knowledge to develop tailored Salesforce solutions, staying informed about industry trends and leveraging Salesforce Industry Cloud solutions to drive business growth and transformation.
• Continuous Improvement and Innovation: Stay updated with the latest Salesforce features and releases, recommending and implementing improvements for existing and new Salesforce environments and creating innovative solutions that drive business success.
• Documentation: Create and maintain comprehensive documentation for all solution designs and implementations, ensuring knowledge transfer and documentation for future reference.

Essential Qualifications

To be successful in this role, you'll need:

• A minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience working with Salesforce, with multiple full lifecycle Salesforce implementations and a proven track record of delivering exceptional customer experiences.
• 10+ years of experience in enterprise software applications, with a strong knowledge of Salesforce and integrations with other systems.
• Expertise in Service Cloud, contact center experience, and industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
• Salesforce certifications, including Administrator, Service Cloud, and Experience Cloud, with a plus for Data Cloud, Contact Center, Architect Level, and other Salesforce certifications.
• Proven leadership skills, excellent problem-solving and analytical skills, and excellent communication and interpersonal skills.
• Experience in Agile or Scrum methodologies and a team player with the ability to work collaboratively in a team environment.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience with Salesforce Einstein and AI-driven solutions.
• Knowledge of Salesforce's account executives, RVP, and other leaders, and how they partner with the Channel.
• Experience working in a remote-first company and a strong understanding of the benefits and challenges of remote work.

Skills and Competencies

To be successful in this role, you'll need to possess the following skills and competencies:

• Strong technical skills, with a deep understanding of Salesforce and its applications.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
• Proven leadership skills, with the ability to mentor and guide team members and clients.
• Excellent problem-solving and analytical skills, with the ability to analyze complex business problems and develop innovative solutions.
• Strong attention to detail and a commitment to delivering high-quality solutions.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their careers. As a Director of Salesforce Customer Experience, you'll have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, with a focus on leadership, technical, and business skills.
• Training and certification programs, with a focus on Salesforce and other relevant technologies.
• Mentorship and coaching, with a focus on helping you achieve your career goals.
• Opportunities to work on high-profile projects and clients, with a focus on delivering exceptional customer experiences and driving business growth.

Work Environment and Company Culture

At blithequark, we're proud of our company culture and work environment. As a remote-first company, we offer a range of benefits and perks, including:

• Flexible work arrangements, with the ability to work from home or remotely.
• Comprehensive benefits package, with a focus on health, wellness, and financial security.
• Opportunities to work with a diverse range of clients and projects, with a focus on delivering exceptional customer experiences and driving business growth.
• A collaborative and dynamic work environment, with a focus on teamwork, innovation, and creativity.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a focus on rewarding our employees for their hard work and contributions. As a Director of Salesforce Customer Experience, you can expect:

• A competitive salary, with a focus on reflecting your skills, experience, and qualifications.
• A comprehensive benefits package, with a focus on health, wellness, and financial security.
• Opportunities for career growth and development, with a focus on helping you achieve your career goals.
• A range of perks and benefits, including flexible work arrangements, training and certification programs, and opportunities to work on high-profile projects and clients.

Conclusion

If you're a motivated and experienced Salesforce professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Director of Salesforce Customer Experience at blithequark, you'll have the chance to work with a talented team of professionals, deliver exceptional customer experiences, and drive business growth and transformation. With a focus on career growth and development, a comprehensive benefits package, and a range of perks and benefits, this is an opportunity not to be missed. Apply today and take the first step towards an exciting and rewarding career with blithequark!