OverviewRole 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.ResponsibilitiesKey AccountabilitiesCustomer Relationship Management & EngagementServe 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 recommendationsCreate and socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-HypercareGuide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustainMonitor and respond to customer inquiries through various communication channelsHelp customers maximize the value of our products byidentifyingopportunities for process improvements andadditionalfeatureutilizationProduct Knowledge & UnderstandingUnderstand the features within a product and the future product roadmapfor SFAStay updated on the latest product trends across the industryIncident & Problem ManagementLead 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 certain problems occu

📌 Global S&O Salesforce Support Engineer (Madrid)
🏢 Healingpartnershipsllc
📍 Madrid