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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Customer Service processes and Salesforce configurations to enhance business capabilities in the APAC region. Skilled in business transformation, stakeholder collaboration, and delivering effective training and support.
Highest-signal resume keywords
Salesforce ConfigurationCustomer Service Process ImprovementBusiness Transformation ExperienceRequirements WritingStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ProcessesBusiness Case DevelopmentUser Acceptance TestingData MigrationSystem TestingProcess MappingContingency PlanningSolution Design DocumentationObject-Oriented DesignInformation Risk and Security Guidelines
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationIntellectual CuriosityProblem-SolvingInfluencing Skills
Tools & Technologies
SalesforceMDG ProcessesSystems Integration
Industry Keywords
APAC DeploymentBusiness ComplexityProject InterdependenciesChange ManagementCustomer Service Capability
About the role
Key responsibilities & impact- Lead and manage Customer Service functional expertise across the Salesforce/Growth deployment project in APAC
- Deliver a fit-for-purpose APAC solution based on EU and Mexico pilot market deliverables and APAC-specific business requirements
- Identify and mitigate regional deployment risks and develop contingency plans
- Serve as primary point of contact for the APAC Customer Service community
- Collaborate with Customer Service stakeholders, the Global COE, third-party teams, CXO, and Systems Integration providers
- Implement the project according to EOS strategies, principles, and standards
- Ensure technology investments enhance business capabilities and support business objectives
- Map current Customer Service processes, identify inefficiencies, and find improvement opportunities
- Gather regional Salesforce requirements and translate them into user stories and solution design documentation
- Lead change management, system testing, and User Acceptance Testing
- Configure and customize Salesforce for APAC Customer Service processes and workflows
- Develop and deliver regional training materials and sessions
- Support data migration, cleansing, and MDG processes
- Provide post-go-live end-user support and troubleshoot regional system issues
- Monitor and optimize processes using Salesforce
- Document and share implementation best practices
Requirements
What you’ll need- Minimum five years of experience in Customer Service, ideally with business transformation and/or software implementation project experience
- Deep knowledge of Customer Service processes
- Demonstrated experience in writing requirements
- High interest in business transformation experiences
- Ability to understand business functionality and translate it into application requirements
- Ability to create compelling business cases with accurate cost and effort estimations
- Excellent understanding of business complexity and project interdependencies
- Intellectual curiosity and ability to question thought partners across functional areas
- Strong written and verbal communication skills
- Ability to troubleshoot problems that may arise in work products
- Ability to partner with multiple stakeholders and influence project decisions
- Strong understanding of basic system engineering, object-oriented design, information risk and security guidelines, and architecture standards
- Ideally experience with Salesforce Customer Service capability or similar platforms in previous roles
Benefits
Comp & perks- Best-in-class learning and development support from day one
- Access to in-house Mars University
- Industry competitive salary and benefits package
- Company bonus
- Purpose-driven company environment
- Opportunity to work with over 140,000 diverse and talented Associates