Business Analyst Premier Support - Spanish Markets

Location(s):
Dublin, Ireland
 
Description: Salesforce.com has rapidly evolved from a startup founded by four people in a cramped San Francisco apartment in 1999 to a company with more than 2,300 employees, a $700 Million Annual Revenue Run Rate and over 900,000 users worldwide. As a pioneer in on-demand business services, we are transforming the software industry, championing what we call the “democratization” of software—offering small companies the benefits of sophisticated business applications, a luxury previously affordable only for large enterprises. Our customers range in size from tiny companies to global multinational corporations and represent diverse industries. Top talent across the world joins salesforce.com for its “change the world” mentality; the opportunity to excel in a performance-driven, fast-paced, and competitive atmosphere; the chance to be surrounded by peers and leaders that inspire, motivate, and innovate and a corporate philosophy that incorporates community involvement into its fabric.

As a Business Analyst and customer champion for our Global Enterprise Premier Support accounts, your prime focus will be enabling customers to adopt, use and deploy successfully salesforce.com. You will function as a trusted salesforce.com advisor to the customer steering board, project management and project delivery team. You will be engaged at the account level in providing recommendations and proactive best practice advice through all phases of the implementation life cycle.

Responsibilities:
  • Manage high visibility and strategic Global Enterprise Premier support accounts and ensure 100% customer satisfaction and success with salesforce.com
  • Provide prompt and complete resolution to technical challenges and business issues.
  • Develop and execute plans to address customer satisfaction gaps.
  • Provide proactive best practice guidance to the customer's steering board, project and management teams.
  • Advocate customer's priorities internally within salesforce.com.
  • Serve as an escalation point of contact for product and service issues.
  • Lead the resolution of critical account issues.
  • Provide timely account status reporting both to customers and management.
  • Engage with customer business owners to drive customer success and optimisation of the application
  • Proactively identify and implement application solutions and enhancements
  • Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Serve as a Subject Matter Expert (SME), in related functional and technical areas
  • Establish strong relationships with Sales, Professional Services, CSM and other internal resources as appropriate.


Required Skills/Experience:
  • BA/BS Degree (or equivalent) in a related discipline
  • Fluency in Spanish
  • 3 plus years experience in a customer or account management position in the CRM or related industry
  • Previous project management experience
  • Demonstrated professionalism interacting with all levels of management
  • Excellent negotiation and influencing skills
  • Excellent written and verbal communication skills
  • Analysis, troubleshooting, and problem solving expertise
  • Ability to effectively prioritize and escalate customer issues
  • Detailed, organized, and results oriented
  • Ability to multi-task and perform effectively under pressure
  • Solid understanding of Internet technologies, routers, firewalls, web servers, web proxy servers
  • Understanding of database concepts and data management (RDBMS)
  • Experience with XML, Java and SQL
  • Requires some travel


Desired Skills:
  • Experience using network troubleshooting tools such as ping, traceroute and nslookup
  • Read, develop, troubleshoot and debug software in Visual Basic and Java
  • Familiarity with development environments including Visual Studio, Jbuilder, and AJAX
  • Experience with TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP
  • Knowledge and experience working with LAN/WAN infrastructure technologies, Web Hosting, LAN/WAN, T1


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