Overview

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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 idóneo 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

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- 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

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- 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

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- 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

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