Install Base Next - SFDC support specialist

Job Description

Install Base is a top priority at HPE level for Inside sales and field sales across HIT. The new process and capability will be integrated in SFDC and therefore a strong support specialist is needed. Install Base is focused on helping HPE increase revenue, protect the business and expand across all BGs.
Install Base - SFDC Support specialist will have as main responsibilities:
- acts as first line (L1) support for any issues users are facing with IB NEXT
- troubleshoot the IB NEXT and SFDC capabilities for proper support against the issues being addressed by inside sales, sales reps and their managers
- analyse the issues and report out resolutions in a very short turn around time
- contribute to improvement of the tool by driving ongoing request analysis and apply the expertise
- collaborate with next level support ( Advance Administrators of SFDC, IT, EAP, QLik and other involved teams) and the business leads in order to ensure resolution of issues, escalations for further support
- troubleshoot and is able to sort SFDC issues and capabilities that could derive in IB NEXT issues therefore needs to be knowledgeable in several areas of SFDC support and understand the technical setup behind the system in order to be able to make the connections between the process and capabilities for proper resolutions
- address issues to IT and collaborates with them using outside SFDC tools
- needs to acquire high level expertise in using SFDC, Digital Seller and other associated tools
- apply proper communication and analytical skills
- forms meaningful relationship and collaboration with all experts part of the IB NEXT transformation and ensures ongoing learning and knowledge handover is well applied
- overall support for IB NEXT transformation

Administers and maintains sales operational systems and processes to provide content, data and information management in support of sales pursuits. Implements and configures sales tools, content management and tracking systems. Develops and manages catalog and web-based content, web pages and other online sources for storing and communicating information for sales and partners. Enters, updates and ensures accuracy of data in sales and client and partner relationship management systems generates regular and ad hoc reports for account teams and leadership. Advises on improvements and enhancements for design of sales systems and tools.

Responsibilities:

• Administers, configures, updates and maintains systems for support, including sales tools, catalog management, websites, online content, partner Web portal content and data management, for a customer segment or business unit.
• Reviews and evaluates information and makes changes and updates to data and configuration of tools, online resources and systems within general parameters
• Produces and reviews report and assessment results to identify trends and issues, perform root-cause analysis for failures and data issues, develop recommendations for resolution and track effectiveness of remedies
• Communicates data and issue analysis to stakeholders
• provides tangible feedback and proposes changes to data, content and systems to improve quality, operational efficiency and effectiveness.
• Provides guidance and mentoring to less-experienced staff members.

Education and Experience Required:

• Bachelor's or Master's degree in Business Management or equivalent
• Typically 4-6 years experience

Knowledge and Skills:

• Experience administering and maintaining sales tools, systems and online resources
• Strong analytical, statistics and problem solving skills.
• Understanding of and experience in applying business and sales processes and practices in various situations
• Using forecasting and planning methodologies to develop guidance for deploying updates and enhancements to sales tools and systems
• Excellent written and verbal communication skills
• mastery in English and local language.
• Ability to effectively communicate sales support plans, proposals, and results, and negotiate options at management levels.

1060491