Job Detail
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Job ID 126697
Job Description
Salesforce Admin | ThousandEyes Job Description
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Location:Mexico City, Mexico
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Alternate LocationMexico
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Area of InterestSales – Services, Solutions, Customer Success
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Job TypeProfessional
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Technology InterestCloud and Data Center, Networking
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Job Id1412580
About ThousandEyes
ThousandEyes empowers enterprises to see, understand, and improve digital experiences for their customers and employees. The ThousandEyes cloud platform offers unmatched vantage points throughout the global Internet and cloud providers, delivering immediate visibility into the digital experience for every user, application, website, or service over any network. ThousandEyes is central to the global operations of the world’s largest and fastest growing brands, including Comcast, eBay, HP, 120+ of the Global 2000, 65+ of the Fortune 500, 6 of the 7 top US banks, and 20 of the 25 top SaaS companies.
About the Role
Are you a skilled Salesforce Administrator passionate about optimizing and maintaining Salesforce instances, particularly within Service Cloud and support processes? ThousandEyes is seeking a motivated and detail-oriented individual to join our Business Systems team as a Salesforce Administrator. In this position, you will support our Customer Engineering team’s robust Salesforce roadmap while assisting all areas of our Salesforce instance. Your expertise will be instrumental in enhancing our Service Cloud features, including case management, chat functionality, and integrating new AI enhancements. In addition to focusing on Service Cloud, you will be responsible for the day-to-day Salesforce administration tasks, ensuring seamless operation and efficient automation.
Responsibilities
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Customize and deploy Service Cloud features to align with the company’s goals and support the Salesforce roadmap of our Customer Engineering team.
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Improve and refine existing automated support processes, including case management and chat functionalities, to enhance customer and user experiences.
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Collaborate in the integration of cutting-edge AI features aimed at elevating service quality and operational efficiency.
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Create informative dashboards that provide actionable insights to Customer Engineering leadership, facilitating data-driven decision-making and performance tracking.
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Manage user accounts, profiles, and permission sets to maintain data security and access control.
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Troubleshoot and resolve Salesforce bugs, issues, and inconsistencies in a timely manner.
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Migrate legacy automation to Flow for improved system efficiency and scalability.
Qualifications
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2 – 5 years of proven experience as a Salesforce Administrator, with a deep understanding of Salesforce configuration, customization, and administration.
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Proficient in English for effective daily communication with international teams.
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Highly proficient with Service Cloud features, case management, chat functionality, and AI integration.
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Salesforce Administrator and Service Cloud certifications
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Strong problem-solving skills and the ability to work collaboratively with cross-functional teams.
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Excellent communication skills and the ability to effectively convey technical concepts to non-technical stakeholders.
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A passion for staying updated on Salesforce best practices and industry trends.
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Experience with Salesforce Knowledge base and articles taxonomy
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Expertise with Slack integration
It’s a plus if you have the following:
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Proficiency with Experience Cloud
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Experience with customer success and professional services platforms such as GuideCX, Catalyst, Gainsight, etc.
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Prior experience in a support role
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Broad experience working with executives in support, sales, marketing, and finance and understanding their diverse needs
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Expertise in Feedback Management
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Experience with Salesforce Einstein Bots, Next Best Action
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate’s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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