Experience Inc. Jobs

Description

Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted cloud platform. AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. This team is diverse, it builds and supports products, applications for AWS sellers, manages large scale infrastructure of 1P and 3P platforms.

AWS’ growth is driving a rapid expansion of its world-wide sales team and the team of Salesforce Administrators that support it. These Administrators serve as the primary point of contact for end users in multiple AWS business groups who need assistance with the Salesforce platform and support related issues. Candidates must possess the ability to learn quickly, ask questions, understand business requirements, and provide workable solutions to our customers.

AWS Salesforce Administrators are customer obsessed and work to provide the best possible support experience for our users. They proactively engage with internal customers to understand their business needs and deliver high-quality CRM support in a timely manner. They manage all Salesforce support cases, maintain existing system features/products for the business, and drive global quality improvement processes. AWS Salesforce Administrators work independently but also partner with Salesforce Program Managers and Developers on new projects to improve team efficiencies, customer experience, and usability of the org.

Key job responsibilities

• Prioritize and cultivate a positive user support experience.

• Manage and work the AWS Salesforce support queue by promptly triaging cases, answering end-user questions, fulfilling requests, and resolving system incidents in a timely and customer centric manner.

• Leverage available documentation, training, team resources, and vendor support teams to administer all team applications

• Assist in monitoring data quality and integrity. Execute data migration/cleansing projects.

• Take initiative to improve support processes, decreasing delivery time, and improving customer satisfaction. Look for ways to automate manual processes and increase self-service capabilities.

• Collaborate with internal teams effectively, seek to understand user experience and stakeholder perspective on operational processes, and deliver clear solutions to stakeholders.

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• Bachelor’s degree.

• Solid understanding in business analysis including demonstrated use of intermediate Excel skills (Pivot Tables, VLookups) and exposure to the Salesforce platform, including experience completing badges on Trailhead.

• Understanding of relational database architecture and standard CRM system structure and strong background in customer support/customer service and/or operations/support.

Preferred Qualifications

• Experience managing and triaging user-submitted tickets via a ticketing system

• Salesforce Administrator Certification, Salesforce Platform App Builder Certification, or equivalent experience with CRM platforms.

• Experience working with large-scale, complex datasets.

• Experience using Salesforce data tools such as Data Loader, DemandTools, and Workbench.

• Exposure to iterative/agile projects and with standardized development and promotion processes (staging environment vs. production).