• Configure and customize Salesforce Service Cloud to support customer service processes and workflows. • Collaborate with stakeholders to gather requirements and translate them into technical solutions within Salesforce Service Cloud. • Implement and maintain Service Cloud features, including case management, knowledge base, entitlements, and service contracts. • Create and manage Salesforce Service Cloud reports and dashboards to monitor customer support metrics and KPIs. • Train customer support team members on Salesforce Service Cloud functionality and best practices. • Provide ongoing support and troubleshooting for Salesforce Service Cloud issues. • Stay up-to-date on Salesforce Service Cloud updates, releases, and best practices to continuously optimize our Service Cloud instance. • Collaborate with cross-functional teams, including customer support, IT, and operations, to ensure alignment of Salesforce Service Cloud with business objectives. • Assist with Salesforce Service Cloud integration with other business systems as needed.

• Configure and customize Salesforce Sales Cloud to support sales processes and workflows. • Collaborate with stakeholders to gather requirements and translate them into technical solutions within Salesforce Sales Cloud. • Implement and maintain Salesforce Sales Cloud features, including custom objects, fields, workflows, validation rules, and process builders. • Create and manage Salesforce Sales Cloud reports and dashboards to provide insights into sales performance and trends. • Train sales team members on Salesforce Sales Cloud functionality and best practices. • Provide ongoing support and troubleshooting for Salesforce Sales Cloud issues. • Stay up-to-date on Salesforce Sales Cloud updates, releases, and best practices to continuously optimize our Salesforce instance. • Collaborate with cross-functional teams, including sales, marketing, and IT, to ensure alignment of Salesforce Sales Cloud with business objectives. • Assist with Salesforce Sales Cloud integration with other business systems as needed.

• Provide support to customers by addressing inquiries via calls, emails, and chats. • Demonstrate knowledge and experience to handle a high volume of internal and external customer inquiries, including escalations. • Resolve customer questions and concerns promptly and effectively. • Initiate, execute, communicate, and document projects as needed. • Act as a liaison to other departments, ensuring follow-up to meet customer needs. • Build and maintain strong relationships with customers to enhance loyalty and satisfaction. • Collaborate with other areas to identify, analyze, and improve processes. • Track relevant information and data into appropriate databases for reference and analysis.

• Creating and building upon existing training material based on bespoke assessments of teams • Delivering and leading client workshops both virtually and in person • Business development of SalesWorks offering both to net new clients and existing accounts • 1-1 Call coaching for our clients’ sales teams using Refract technology, providing recommendations and feedback to stakeholders • Attend networking events, conferences and relevant industry events to drive new relationships