Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for Salesforce Service Lead.
Main responsibilities:
Provide support in Pre-sales tasks for assigned accounts: Solution design, estimation, planning, and assumptions.
Share with the service team the client's vision, goals, and expectations.
When there's a dedicated team, allocate and supervise their tasks, managing assignments, vacations, and absences during the service.
Manage service progress to ensure deadlines, scope, and budget are met.
Facilitate change requests to ensure all parties are informed about schedule and budget impacts.
Provide visibility of service progress to the client and the Client Lead. Lead follow-up meetings.
Alert operations management about potential deviations.
Supervise all incoming and outgoing service documentation.
Lead the resolution of problems arising from service evolution.
Pursue customer satisfaction regarding the service.
Ensure service objectives are met. Subsequently evaluate the service and identify successful and unsuccessful elements.
Responsible for sending customer satisfaction surveys regarding the service.
Identify potential Up & Cross Selling opportunities for the