Salesforce Solutions Engineer

The Solutions Engineer is the beating heart of our client engagement team. Wielding a diverse array of both technical and nontechnical skills, they deliver outstanding service experiences to their clients by performing multiple key roles across the entire development lifecycle. Whether they are discovering business requirements, implementing high-quality solutions, or driving user adoption, they do so while exemplifying our values of ownership, service, and joy. Solutions Engineers colaborate with Delivery Leads to better align their work with business and account goals, Technical Leads for technical escalations and skill development, and each other to share their areas of expertise in support of the organizationʼs overall success.


Key Responsibilities

1. Client Service
● Work directly alongside our clients as an extension of their team and provide our unique brand of service to instill confidence and clarity as their trusted technology partner.
● Demonstrate our technical expertise and alignment to their business outcomes by asking the right questions, documenting their business processes, and understanding their pain points.
● Establish a regular rhythm of interactions with clients, setting expectations for availability and responsiveness across different communication channels and colaboration platforms.
● Provide constant, clear, proactive communication to keep clients feeling engaged in our work and confident in our progress, including status updates and issue resolution.

2. Project Management
● Facilitate sprint planning sessions with client stakeholders to align on the scope, criticality, and value of the projects and tasks important to the business and its operations.
● Track progress, raise blockers, and identify risks in our approved project management and colaboration platforms to ensure engagement team visibility and timely delivery.
● Maintain a backlog of work for future sprints by colecting, prioritizing, and elaborating on the various questions, issues, concerns, goals, and ambitions gathered from client conversations.
● Folow service delivery best practices to set and maintain the right expectations with client team members, utilizing project plans and risk mitigation strategies to organize work.

3. Solution Delivery
● Serve in key roles across the full development lifecycle to deliver relevant and impactful technology solutions to clients alone or as part of a high-performing engagement team.
● Colaborate with client stakeholders to articulate business priorities, gather requirements, research technologies, and produce deliverables to align solutions with business goals.
● Follow technical best practices to execute sprint tasks and implement solutions, including technology configuration, administration, integration, migration, testing, and deployment.
● Ensure technology investments result in real and lasting business impact through adoption techniques including: prototypes/demos, testing facilitation, documentation, and training.

4. Team Collaboration
● Contribute to outstanding service experiences for clients by providing Delivery Leads with relevant and timely updates including client changes, project updates, and identified risks
● Lean on Technical Leads to resolve technical challenges, validate solutions, and develop deeper technical expertise, continuing to learn and develop as a key team member.
● Leverage your knowledge and familiarity with your clients and their technology to provide service coverage for felow engagement team members when they are unavailable.
● Contribute your own specialized knowledge and expertise to help support the success of other team members in their own client engagements and relationships.

Qualifications

● Client Service
○ A service-oriented mindset demonstrated by taking ownership of the clientʼs success and an unrelenting focus on delivering impactful solutions that drive business outcomes.
○ Skilled at building trust and instilling confidence as a clientʼs technology partner through proactive clear, structured communication and demonstrable technical expertise.
○ Prior experience in a consulting or client service role; comfortable and confident working directly with clients, gathering requirements, and providing a high-touch service experience.
○ Refined communication and interpersonal skills, with the ability to effectively explain technical concepts to nontechnical stakeholders and navigate uncomfortable conversations.

● Project Management
○ Strong sense of ownership and initiative, manifesting as the ability to work both independently and as part of multiple engagement teams in a fast-paced,ever-changing environment.
○ Prior experience as a Business Analyst, Project Manager, or Scrum Master; ability to document workflows, identify pain points, and align technology solutions with business goals.
○ Familiarity with Agile development methodologies, including: scrum, kanban, sprint planning, backlog grooming, user story development, retrospectives, and risk mitigation.
○ Ability to set and maintain expectations with client stakeholders, manage tasks and priorities across multiple clients, track and communicate progress, and identify and resolve blockers.

● Technical Expertise
○ At least three years of hands-on experience implementing and administering various Salesforce solutions e.g. Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, etc.
○ Must have at least the Salesforce Administrator certification; additional certifications (e.g., Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant) are preferred.
○ Specialization in a given domain or area is a plus e.g. CPQ, Salesforce Lightning Experience, Lightning Web Components, data management, third-party integrations, etc.
○ Observable analytical and problem-solving abilities to troubleshoot technical issues and implement high-quality sustainable solutions, with a keen attention to detail.