Senior Salesforce Consultant, Accent - Washington, United States - FIONTA INCORPORATED

Description

Job Description

As a Senior Salesforce Consultant on the Accent team, your central purpose will be to act as the primary named resource to onboard and lead ongoing, subscription-based services engagement for certain Fionta clients.

Acting in the role of their Solutions Success Manager (SSM), you are accountable for delighting your clients by helping them optimally leverage their investment in Salesforce by identifying and driving closure on ongoing enhancements, support work and training.

You will work with additional named and/or shared resources to uncover new ways to leverage Salesforce that meets or exceeds their expectations and ultimately leads to contract renewals. The individual that thrives in this role will be able to handle a variety of responsibilities and have the technical and leadership skills necessary to identify growth opportunities for the client's technical setup as well as their business operations that builds trust and referenceable clients.

*Please note that this position is fully remote.

Essential Functions

• Service Execution
  • Understand client's business objectives and provide ongoing recommendations for meeting objectives via Salesforce.
  • Lead intake of new clients by developing and implementing a backlog of priorities based on the client's business goals. Partner with implementation project teams to conduct intake activities within the context of larger projects as clients transition to Accent after go-live.
  • Juggles simultaneous requests from multiple clients (5-12), prioritize accordingly and use team members to support as appropriate.
  • Ongoing, serve as the primary point of contact for support requests, gather requirements when appropriate, and determine best next steps.
  • Lead the development of solutions built on Salesforce and configure the application in accordance with the requirements and priorities. Assign work to specialists or junior staff depending on the type of work.
  • Configure Salesforce and implement third-party applications to meet the requirements of the client's business needs.
  • Test work once it's complete and review the work with the client, documenting issues or change requests.
  • Drive increased client team user adoption on all technical functionality by conducting ongoing training and creating system documentation.
  • Mentor more junior team members towards acting in the role of SSM.
  • Maximize client entitlements while ensuring significant value is derived.
  • Support or respond to any alerts, red flags or other poor health indicators in the client instance.
• Project Governance
  • Be an advocate for your clients and take necessary actions to achieve desired outcomes. Continue to communicate back to the client what actions are being taken to current success criteria and next steps.
  • Manage ongoing priorities and tasks and provide regular status updates to the client.
  • Maintain case hygiene, engagement tasks, manage time entry and associated approvals, and ensure extended hours approval compliance.
  • Identify and manage risks.
  • Follow outlined methodologies and processes, ensuring work quality is of the highest standards.
• Account Management
  • Manage contract renewals and upselling opportunities.
  • Work with Fíonta clients to ensure they are finding value in our services and educate clients on the use and benefits of the services Fíonta offers.
  • Build and cultivate trusted, transparent relationships with clients, ensuring client satisfaction, account renewal and account growth.
  • Partner with clients to proactively build technical strategy and actively pursue emerging and new opportunities. Partner closely with the Business Development team to drive larger opportunities and drive renewals.
  • Work closely with BD to promote license and service expansions, including identification of potential Statement of Work based Projects. Follow prescribed processes for logging opportunities within Fionta systems and the Salesforce Partner Portal for license sales.
• Practice Evolution
  • As a part of a new team, participate in all feedback loops to ensure tooling, process and overall operations can be executed within consulting best practices.
  • Contribute to the growth and evolution of this new team.

A combination of at least 4 years of experience in relevant industry business practices, business consulting, and/or technical consulting desired.

In addition, the following are critical skills required (or desired, where noted) to perform well in this position:

• Excellent written and spoken communication skills
• Solid presentation skills, great at developing rapport with clients
• Recognizing new business opportunities in existing account base
• Strong project management and task/time coordination is required
• Experience presenting to/facilitating meetings and group discussions
• Proficiency with project-based tools such as Word, Excel, PowerPoint
• Solid analytical skills
• 3+ years of sustained, hands-on experience with Salesforce
• 2+ years of sustained, hands-on experience with Salesforce Nonprofit Success Cloud (NPSP)
• 4+ years of client-facing functional consulting or similar experience
• Certifications:
  • Salesforce Certified Administrator (required)
  • Nonprofit Cloud Consultant (required)
  • Sales Cloud Consultant (required)
  • Service Cloud Consultant (desired)
  • Experience Cloud Consultant (desired)
  • Salesforce Certified Platform App Builder (desired)

Fíonta-Specific

• Takes initiative - ability to identify a need or opportunity to benefit the client or company and take appropriate steps to fill or achieve it
• Communication skills – (both written and verbal) communicates appropriately and effectively, entails having a reasonable understanding of who needs what information and when, and then delivering that information, ensuring that the other party has received it, and performing any necessary follow-up
• Customer service orientation – proactively supports Fíonta's clients and would-be clients by considering and advocating for their needs
• Ability to work independently – be self-guided, hit deadlines, and perform tasks within reason without micromanagement
• Ability to perform in a team – cooperate, define work buckets, share responsibility, and communicate to achieve common goal
• Organizational and time management skills – ability to manage workload across multiple projects, taking priority into consideration
• Work consistency – ability to deliver work that consistently meets quality standards
• Creativity and problem solving – ability to think outside of the box and develop innovate solutions to challenging problems
• Honesty and integrity – intuitive understanding of the "right thing" and track record of doing it Physical Demands & Environmental Conditions

Fíonta is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, veteran status, disability, or any other protected class.

All your information will be kept confidential according to EEO guidelines.

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