A consummate professional, your focus will be on establishing a pro-active support ethos within OSF Digital for existing clients, whilst paving the way for a smooth handover between projects and support for new clients.
Reporting through to the Portfolio Manager, this role will encompass hands-on Salesforce support for clients across the Australia and New Zealand region in addition to enhancements and small projects.
Requirements
- Provide Salesforce expertise to resolve
technical issues for OSF Digital’s client
base.
- Keep abreast of changes and releases
that can be converted to projects for
existing clients.
- Own and lead small enhancement
projects as appropriate.
- Document and resolve issues using
quality standards and adhering to
Salesforce best practices.
- Take ownership and accountability of
outcomes right through to resolution.
- Identify and raise risks, assumptions and
constraints in timely fashion to the
appropriate stakeholders whilst actively
working to provide remediation or
mitigation for such.
- Develop a deep knowledge of our
customer’s solutions and identify
opportunities to optimise them.
- Implement and maintain a smooth
handover process for projects to support.
- Provide expert and valued advice to
support clients and build trust.
- Forge strong and lasting relationships
with OSF Digital’s clients.
- Work with Managers to ensure
consistency across support contracts for
clients.
- Establish and communicate metrics and
measurements for support activities.
- Create a higher ROI for clients by making
proactive suggestions for their platform
based on new features.
- Contribute to a great work environment for
other consultants and team members
within OSF Digital.
- Mentor junior members of the team by
providing direct coaching and advice.
- Assist in resolving client requests while
actively identifying opportunities to share
knowledge and learning with the wider
team (Juniors in particular).
- Share applied knowledge with the team
and show leadership in this area.
- Identify cross-sell and up-sell opportunities
across the client base.
- Keep abreast of market trends and
constantly develop your own skills.
- Uphold OSF Digital’s values and
contribute to a great work environment
for other team members.
- Take ownership and actively drive
learning and growth.
- Deep understanding of Salesforce best practices and industry standards.
- Proven ability to lead and manage multiple Salesforce projects simultaneously.
- Strong analytical and problem-solving skills to identify and resolve complex issues.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Excellent presentation and communication skills to deliver client-facing presentations and demos.
Strong business acumen and ability to understand and align Salesforce solutions with business goals.
Proactive mindset and ability to anticipate and mitigate risks.
Ability to mentor and coach junior team members.
- Strong project management skills.
Ability to adapt to changing priorities and work in a fast-paced environment.
- Continuous learning mindset to stay updated with the latest Salesforce features and enhancements.
- Ability to work independently and take ownership of assigned tasks.
- Strong attention to detail and commitment to delivering high-quality solutions.
- Ability to prioritize and manage workload effectively.
- Strong customer focus and commitment to delivering exceptional client satisfaction.
- Ability to handle confidential and sensitive information with professionalism and integrity.
- Extensive experience in Salesforce implementation and customization.
- Strong understanding of Salesforce platform capabilities and limitations.
- Proficient in Salesforce configuration, including custom objects, fields, workflows, and validation rules.
- Expertise in designing and implementing complex Salesforce solutions.
- In-depth knowledge of Salesforce Core.
- Familiarity with Salesforce Lightning Experience and ability to migrate from Classic to Lightning.
- Experience in integrating Salesforce with external systems using APIs and middleware.
- Ability to gather and analyze business requirements and translate them into technical solutions.
Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills to collaborate with clients and internal teams.
- Salesforce certifications, such as Salesforce Certified Administrator, Salesforce Certified Sales Cloud Consultant, or Salesforce Certified Service Cloud Consultant, are a plus.
- Experience in managing and leading a team of Salesforce consultants.
- Knowledge of Agile methodologies and experience working in Agile projects.
- Familiarity with Salesforce release management and change control processes.
- Ability to provide training and support to end-users.
Strong documentation skills to create functional specifications, process flows, and user guides.
- English
- 2-3 Salesforce Certs at a minimum. Admin Cert plus 2 others
Benefits
Skills Required
- Extensive experience in Salesforce implementation and customization
- 2-3 Salesforce certifications minimum (Admin plus two others)
- Proficient in Salesforce configuration (custom objects, fields, workflows, validation rules)
- Deep understanding of Salesforce best practices and platform capabilities/limitations
- Experience with Salesforce Lightning Experience and migrations from Classic to Lightning
- Experience integrating Salesforce with external systems using APIs and middleware
- Strong problem-solving, troubleshooting, documentation, and communication skills
- Ability to lead small enhancement projects and manage multiple client engagements
- Experience mentoring or coaching junior team members
- Knowledge of Agile methodologies and experience working in Agile projects
- Familiarity with Salesforce release management and change control processes
What We Do
OSF Digital is a top digital transformation and leading global commerce solutions company, known for its expertise in data-driven AI-powered Salesforce multi-cloud solutions, enterprise CRM, CMS, OMS, connected commerce, online shop management, and cloud application development. Our agile approach allows us to scale global growth quickly, and deliver innovative solutions across channels, devices and locales to enterprises and emerging businesses across B2B and B2C sectors. As a certified Salesforce partner, we are consistently recognized for our innovative solutions, exemplifying our unwavering commitment to advancing digital transformation. Notable awards include the 2023 Salesforce Partner Innovation Award in Emerging Technology - Customer 360 and the 2022 Salesforce Commerce Cloud Partner of the Year for Best Go Faster with Commerce. Our core values—OneTeam, ResultsAnywhere, Outperform, OSFExcellence, Driven By Change, and OSF Strong—guide our client, partner, employee, and community engagements, underpinning our commitment to excellence and continuous innovation. Acknowledged for our dedication to our team's well-being and commitment to cultivating an environment where innovative ideas thrive, we're honored to be a Great Place to Work® Certified™ organization in ASEAN and ANZ and listed among Fast Company's The 50 Best Workplaces for Innovators. We’re proud to celebrate our 20th anniversary with a team of over 2200 employees working from anywhere, and operating in various locations worldwide, including Canada, the U.S., the UK, France, Germany, Brazil, Spain, Romania, Turkey, Ukraine, Colombia, Australia, New Zealand, and Japan. Ultimately, OSF Digital Foundation is actively involved in philanthropic, cultural, and educational activities to help people in the communities where OSF operates to build a better life. For more information about our services and expertise, or to speak with a digital transformation specialist, please visit osf.digital
