Salesforce Service Lead

About the role

Omega CRM, a Merkle & Dentsu company and a leader in Customer Experience services, is looking for a Salesforce Service Lead in Madrid. The role drives and oversees the delivery of assigned projects so that objectives are clearly defined and achieved within the agreed time, cost and quality constraints.

Key responsibilities

• Support pre-sales tasks for assigned accounts: solution design, estimation, planning and assumptions
• Share the client's vision, goals and expectations with the service team
• Allocate and supervise tasks for dedicated teams, managing assignments, vacations and absences
• Manage service progress so deadlines, scope and budget are met, and facilitate change requests
• Keep the client and Client Lead informed on progress and lead follow-up meetings
• Alert operations management to potential deviations and supervise incoming and outgoing service documentation
• Lead problem resolution, pursue customer satisfaction, send satisfaction surveys and evaluate the service
• Identify up- and cross-selling opportunities for the account

Required profile

• 4 years of proven experience as a Salesforce Consultant or in a similar role
• Client-facing experience as a key point of contact between business requirements and technical teams
• Hands-on experience with Agile methodologies (Scrum/Kanban)
• Strong communication, negotiation and presentation skills, with a track record of leading client meetings and executive updates
• Intermediate-high English (B2/C1 equivalent)

Required skills

• Salesforce expertise
• Desirable: active Salesforce certifications (Administrator, Business Analyst, Sales/Service Cloud Consultant)
• Desirable: hands-on experience with specific Salesforce Clouds (Service Cloud, Sales Cloud, Marketing Cloud)

What we offer

• Permanent contract, flexible schedule and home office support
• Certification plan and professional development
• Flexible remuneration (public transport ticket, meal voucher) and health insurance