Vicasso is an award-winning Salesforce partner, delivering successful outcomes and providing a great experience along the way! Vicasso brings 26 years of service excellence, enterprise-grade solutions, and a hands-on approach to helping organizations achieve their business goals.

Vicasso is currently hiring for a Customer Success Consultant reporting to our Director, Product. The location for this role is hybrid to Hamilton, NJ.

Summary

Vicasso is a leading B2B SaaS provider offering enterprise-grade customer service products for the Salesforce platform. We are looking for a driven Customer Success Consultant to ensure our customers get maximum value from our products. This hybrid role will challenge you to balance technical troubleshooting prowess with consultative skills for prescribing best practices with Vicasso’s AppExchange products for Salesforce Service Cloud. With this balance in mind, you will directly engage with customer stakeholders during the entire customer lifecycle, from initial implementation to ongoing support, improving product adoption and identifying opportunities for the customer to use additional Vicasso products.

The Customer Success Consultant will use their existing Salesforce platform knowledge to provide technical support and best practice recommendations for Vicasso’s AppExchange products to existing and prospective clients. The Customer Success Consultant will use their testing environment to replicate complex client issues to determine whether an issue relates to a product defect, misconfiguration, or issue outside the scope of support. Additionally, they will use their testing environment to prototype prescribed suggestions to the customers, demonstrating best practice recommendations.

Areas of Responsibility:

Through regular cadence meetings, provide ongoing prescriptive suggestions to customers on the best practices regarding Vicasso’s AppExchange products. (60%)
Provide technical support to customers regarding Vicasso’s AppExchange products via phone, live chat, email, and the Salesforce ticketing system. (40%)
Maintain an in-depth understanding of the company's Salesforce AppExchange products.
Understand the features and benefits of our products, educate our customers, and increase the value they receive.
Troubleshoot issues, crowdsource answers from colleagues and escalate through the appropriate channels.
Use Zoom and screen sharing with customers to diagnose and resolve technical support cases.
Contribute to the product knowledge base for both internal and external audiences.
Understand and document each customer's challenges, needs, and goals to facilitate ongoing product success.
A true team player must possess the ability to collaborate within the department and be the customer's voice.

Success Criteria/Requirements:

2+ years of technical or customer support experience in the software industry or similar.
Direct experience with the Salesforce platform, having already obtained relevant Salesforce certifications, such as the Salesforce Administrator or Platform App Builder certifications, or is in progress.
Strong problem-solving and analytical skills. Able to clarify a customer’s challenge, identify a problem, propose a solution, and, where necessary, coordinate across departments and follow through on resolution efforts.
Ability to navigate and query various internal and external resources, including the company’s knowledge base, the Salesforce Success Community, and other online communities.
Customer-focused attitude (strong interpersonal skills that include patience and empathy) with the ability to remain calm in occasionally tense situations.
Excellent communication skills, both written and verbal.
Able to work with people of diverse backgrounds and skill sets and effectively align communication with your audience.
Business acumen, technical acumen, and consultative skills.
Ability to balance active listening with strong influential skills.
Knowledge of customer service principles.
Excellent organization and time management skills.
Prior experience with Knowledge Centered Service is a plus but not required.

Additional responsibilities as assigned.

*No recruiting agencies

*Must be authorized to work in the United States, without sponsorship.

At Vicasso, we believe that learning should be immersive, that empathy should be honored, awareness should be nurtured, and success should be celebrated. Here is a preview of what you can expect and what we will tell you more about during the interview process:

Medical, Dental, & Vision benefits including coverage for domestic partnerships
Paid Family Leave (maternity, paternity, surrogacy, and adoption) up to 12 weeks
401k with company match program
Certification & Tuition reimbursement program
Company match for charitable giving program

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