Overview
Role is responsible for ensuring that our business customers achieve their desired outcomes while using Products and Solutions, driving customer satisfaction, and fostering long-term relationships. The role will also need to ensure the overall stability of Product through the collaboration with cross-functional teams—including Software Engineering, Service Reliability Engineers, and Business functions to manage day-to-day operations and quickly resolve incidents. The adecuado candidate must be skilled in problem-solving, process automation, and root cause analysis, with a passion for operational excellence and continuous improvement.
Responsibilities
Key Accountabilities
Customer Relationship Management & Engagement

Serve as the primary business point of contact for daily sustain operationson the Europe Salesforce (SFA) application.
Understand business goals, and challenges, and provide tailored support and recommendations
Create and socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare




Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain
Monitor and respond to customer inquiries through various communication channels
Help customers maximize the value of our products byidentifyingopportunities for process improvements andadditionalfeatureutilization

Product Knowledge & Understanding

Understand the features within a product and the future product roadmapfor SFA
Stay updated on the latest product trends across the industry

Incident & Problem Management

Lead troubleshooting of critical incidents and drive timely resolution as part of Incident Management. Ensure the Root Cause Analysis is performed and help coordinate the implement permanent fixes on a timely basis.
Analyze priority incidents to generate insights and identify gaps in the alerting mechanisms.
Analyze market-specific issues and conduct comparative studies to determine why

📌 Global Salesforce S&O Support Engineer — Incident (Vitoria-Gasteiz)
🏢 Healingpartnershipsllc
📍 Vitoria-Gasteiz