Job Description :
You Lead the Way. We've Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customer's financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way.
When you join #Team AmEx, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Function Description : Global Services Group (GSG) brings together the company's external and internal servicing functions, and includes the below world-class organizations:
a) Global Servicing Network, which provides exceptional care to our external customers, and
b) Global Business Services, which provides many of the vital internal services that make American Express run efficiently
Global Business Services : Global Business Services (GBS) is a shared services organization that brings together key internal functions to support all of American Express. GBS colleagues manage procurement, real estate, sales operations & business enablement, and partner with business units to execute complex change initiatives.
Emerging as the Enterprise Sales Operations & Business Enablement utility (SABE) within GBS is an internal servicing team providing sale performance reporting, platform servicing & capabilities, marketing operations & other business enablement services driving standardization & agility for the organization. GBS & SABE's vision is to make internal servicing as strong as external servicing and thus it keeps pushing the boundaries for Sales & marketing group- s effectiveness through innovative use of technology & process transformation.
Responsibilities :
- Case Management - Investigate and resolve reported issues on BAU business rules, processes, data, and reporting. Evaluate level of assistance required and work cases with respective team by providing root cause analysis on issues.
- Manage user setups on Salesforce platform, performing quality assurance reviews to ensue new user profiles are setup according to compliance and business policies.
- Communicate with users via email, instant messenger, telephone, and LiveMeeting to analyze problem and provide updates or issue resolution.
- Collaborate with technologies and business and assist then in resolving the issues.
- Monitor and track user reported issues through reports/dashboards to ensure that timeliness & quality goals are met.
- Annual Portfolio Realignments & other ad-hoc support with portfolio transfers.
- Data Quality Monitoring by performing scheduled audits & other data cleansing tasks.
Purpose : Create a world-class servicing experience for Enterprise Sales & Marketing users by transforming operating model, creating innovative technology solutions and building key partnerships
Critical Factors to Success (Outcome-Driven) :
a) Business Outcomes :
- Establish as SME of Sales Process and representing L1 servicing team, preparing weekly case summary and provide responses on the case status in the business call.
- Responsible for providing resolution to queries raised by SFDC platform users and setting up user access
- Support User Acceptance Testing (UAT) for key projects
- Maintain documentation for processes used by the customer support team and the support knowledge base for known issues
- Enhance customer service experience by showing ability to learn new features/functionality to provide better L1 support to end-users
b) Leadership Outcomes :
- Put enterprise thinking first, connect the role-'s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
- Lead with an external perspective, challenge the status quo and bring continuous innovation to our existing offerings
- Demonstrate learning agility, make decisions quickly and with the highest level of integrity
- Deliver the world's best customer experiences every day
Minimum Qualifications :
a) Past Experience :
- 2+ years of experience in Salesforce production support environment
- Knowledge of Salesforce platform (Sales cloud, Service Cloud)
- Strong English Language skills (both written and verbal)
b) Academic Background : BE/B Tech, BCA, MCA, or graduates with relevant Salesforce technology experience
c) Functional :
- Strong understanding of Sales Process with experience on Salesforce Sales Cloud :
- Account and Contact Management
- Opportunity Management
- Lead Management etc.
- Preferred: Understanding of Sales Cloud platform
d) Technical :
- Salesforce.com skillset: Configuration, SOQL, SFDC Lighting,
- Validation rules
- Reports & Dashboards
- Outlook email Integration
- Service cloud operations
- Data Management & Security controls
- User & License Management
- Preferred: Salesforce.com Admin Certification
e) Platforms :
- MS Office Suite (Word, Excel, PowerPoint, Access)
- SFDC (Sales, Service cloud)
- SQL
f) Behavioral : Enterprise Leadership Behaviors :
- Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
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