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Job Category
Sales
Job Details
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The Service Cloud Expert is responsible for presenting our Service and Support product offerings (the Service Cloud) and architecture in the best light to prospects and customers based on a customer’s specific business requirements. The successful candidate should bring experience that establishes credibility and maintain a presence / delivery that is confident and assured. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle. Our team also engages in managing a Center of Excellence which drives enablement and sales of Service Cloud.
サービスクラウドスペシャリストは、お客様固有のビジネス要件に基づいて、Salesforce Service Cloud（カスタマーサービスとカスタマーサポートを支援する製品）を中心とした製品とシステムアーキテクチャを最適な形で提案するロールを担います。求める人物像は、お客様との信頼関係を確立し、自信に溢れた存在感と確かな価値を継続して提供した経験を持っている人です。サービスクラウドスペシャリストの第一の役割は、提案活動の中で発生する Service Cloud に対する技術的なオブジェクションを解決することです。また、Service Cloud の販売とイネーブルメントを促進するグローバルチームとも密接に連携します。
Responsibilities include:
- Support for Service Cloud-based solution proposals targeting customers in a variety of industries
Evangelize Service Cloud value to customers (including c-level execs and IT) and field teams
Assess business and operations impacted by technology
Deliver findings including key pain points, proposed solutions to meet business needs, and ROI where applicable
Contribute to development of technical sales strategy
Configure and effectively demonstrate visionary solutions in a way that closely reflects each customer’s business (tailored demonstrations)
Discuss and propose solution architecture that includes common call center infrastructure integration, back-office system integration, and workflow process definition
Support for the preparation of proposals focusing on Service Cloud
Collaborate with Field Sales teams, Account Executives, Implementation Partners, and Product Management to deliver the appropriate solution and establish credibility and trust with the customer.
- Conduct presentations and demonstrations at seminars and events
Support marketing activities by speaking and conducting demonstrations at seminars & events
Execute enablement activities (Webinars, Best Practices, Knowledge Share, etc.)
- Create various sales assets
- Create solution maps, industry-specific demos, and proposal templates for each industry based on knowledge acquired through proposal activities
- 様々な業界のお客様をターゲットとした Service Cloud を中心としたソリューション提案の支援
経営層やIT部門、現場部門への Service Cloud の価値の訴求
ビジネスと業務両方の観点でソリューション導入効果のアセスメント
キーとなる課題の提示、ビジネス目標を実現するためのソリューションの提案、投資対効果の提示
営業戦略立案における技術的な側面での貢献
お客様の課題や要件を反映したソリューションのカスタマイズとデモンストレーションの実演
コールセンターインフラとの統合、バックオフィスシステムとの統合、業務フローの定義など、ソリューションアーキテクチャの検討と提案
Service Cloud を中心とした提案書の作成支援
営業、ソリューションエンジニアリング、パートナー企業、プロダクトマネジメント部門と協力し合い、お客様との信頼を確立し、最適なソリューションを提案
2.セミナー＆イベントでのプレゼンテーション、デモンストレーションの実施
-セミナー＆イベントでの登壇、デモンストレーションの実施によるマーケティング活動支援
-イネーブルメント（Webセミナー、事例紹介、ナレッジ共有等）
3.各種営業マテリアルの作成
-提案活動で培ったノウハウを活かし各業界向けソリューションマップ、業界特化デモ、提案書テンプレートの作成
Your Impact:
Success will be measured by the overall performance of the sales team you support and individual performance.
サポートする営業チームの全体的なパフォーマンスと個人のパフォーマンスの両方が評価されます
Basic Requirements:
Fluency in Japanese in writing, reading, and speaking
Previous experience as a Sales Engineer/Architect/System Engineer for a CRM company or similar Contact Center related technology
Deep functional understanding of call center/contact center operations and processes
Experience in demo development/customization in the above solution areas
Knowledge of related applications, relational database and web technology
Application configuration experience (applied understanding of setups / configuration of CRM solutions)
Experience in presentations/demonstrations at business meetings, seminars and events
Ability to listen to customers' business needs and analyze their issues
Curiosity and energy – ability to understand the customer’s true pain points and apply our solutions creatively to establish a differentiated architecture and solution
Ability to work as part of a team to solve technical problems in varied environments
Ability to multi-task, work in a demanding team environment, understand and be responsive to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems
読み、書き、会話が流暢にできるレベルの日本語スキル
CRMベンダーでのプリセールスエンジニア/アーキテクト/システムエンジニアとしての経験、または、それに準ずるコンタクトセンター関連技術における職務経験
コールセンター/コンタクトセンターの業務、プロセスをサポートする機能に関する深い理解
上記ソリューションエリアにおけるデモ開発/カスタマイズの経験
関連アプリケーション、リレーショナルデータベース、Webテクノロジーに関する知識
アプリケーションソフトウェアのコンフィグレーション経験（CRMソリューションの設定・コンフィグレーションに応用できる経験と能力）
-商談、セミナーやイベントなどでのプレゼンテーション/デモンストレーション経験
-お客様のビジネスニーズのヒアリング、及び、課題を分析する能力
好奇心とエネルギー - 顧客の真の課題を理解し、Service Cloud を中心としたソリューションとアーキテクチャを構成し、他社と差別化した提案を行う能力
多様な環境下で、技術的な問題を解決するためにチームの一員として働く能力
複数のタスクを同時にこなせる能力。要求の厳しいチーム環境下での仕事、顧客のニーズを理解して対応する能力、タイトな納期の下での仕事、自立して仕事をする能力、そして、問題のオーナーシップを取ることに意欲的であること
Preferred Requirements:
Understanding of the Service Cloud product and Platform
At least 3 years of work experience with one or more of the following CRM solutions: Oracle, Microsoft, ServiceNow
Business Level English
-Salesforce 製品の知識・経験
-Oracle、Microsoft、ServiceNow 等でのCRM領域における3年以上の職務経験
-ビジネスレベルの英語スキル
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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