Overview

Envíe su CV y cualquier información adicional requerida después de haber leído esta descripción, haciendo clic en el botón de solicitud.

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 operations on 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 by identifying opportunities for process improvements and additional feature utilization

Product Knowledge & Understanding
- Understand the features within a product and the future product roadmap for 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

📌 Global S&O Salesforce Support Engineer (Vitoria-Gasteiz)
🏢 PepsiCo
📍 Vitoria-Gasteiz