Agentforce Service (Service Cloud) - Specialist Solution Engineer

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Job Category

Sales

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience

サービスクラウドスペシャリストは、お客様固有のビジネス要件に基づいて、Salesforce Service Cloud(カスタマーサービスとカスタマーサポートを支援する製品)を中心とした製品とシステムアーキテクチャを最適な形で提案するロールを担います。求める人物像は、お客様との信頼関係を確立し、自信に溢れた存在感と確かな価値を継続して提供した経験を持っている人です。

サービスクラウドスペシャリストの第一の役割は、提案活動の中で発生するService Cloudに対する技術的なオブジェクションを解決することです。また、Service Cloudの販売とイネーブルメントを促進するグローバルチームとも密接に連携します。

サポートする営業チームの全体的なパフォーマンスと個人のパフォーマンスの両方が評価されます。

What You'll Actually Be Doing

• 様々な業界のお客様をターゲットとしたService Cloudを中心としたソリューション提案の支援、経営層やIT部門、現場部門への価値の訴求、ビジネス・業務両面でのソリューション導入効果のアセスメント
• キーとなる課題の提示、ビジネス目標を実現するためのソリューションの提案、投資対効果の提示、営業戦略立案における技術的な側面での貢献
• お客様の課題や要件を反映したソリューションのカスタマイズとデモンストレーションの実演、コールセンターインフラ・バックオフィスシステムとの統合や業務フロー定義などソリューションアーキテクチャの検討と提案
• Service Cloudを中心とした提案書の作成支援、営業・ソリューションエンジニアリング・パートナー企業・プロダクトマネジメント部門との協力によるお客様との信頼確立と最適なソリューションの提案
• セミナー・イベントでのプレゼンテーション、デモンストレーションの実施、登壇によるマーケティング活動支援、イネーブルメント(Webセミナー、事例紹介、ナレッジ共有等)の実施
• 提案活動で培ったノウハウを活かした各業界向けソリューションマップ、業界特化デモ、提案書テンプレートなど各種営業マテリアルの作成

You're Our Person If...

• 業務アプリケーションシステムや基幹システムの実装開発経験、または導入コンサルテーション、またはプリセールスエンジニアとしての経験をお持ちの方
• お客様のビジネスニーズのヒアリング、及び課題を分析する能力をお持ちの方
• 高い成長意欲とお客様の成功に強いパッションをお持ちの方
• 日本語が堪能な方
• コンピュータサイエンス(情報学系)、または関連分野(理工学など)の学士号(または学位)を有している方

Even Better If...

• CRMベンダーでのプリセールスエンジニア/アーキテクト/システムエンジニアとしての経験、または、それに準ずるコンタクトセンター関連技術における職務経験をお持ちの方
• Salesforce製品の知識・経験をお持ちの方
• Oracle、Microsoft、ServiceNow等でのCRM領域における3年以上の職務経験をお持ちの方
• ビジネスレベルの英語力をお持ちの方

The Experience

The Service Cloud Expert is responsible for presenting our Service and Support product offerings (the Service Cloud) and architecture in the best light to prospects and customers based on a customer's specific business requirements. The successful candidate should bring experience that establishes credibility and maintain a presence / delivery that is confident and assured.

The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle. Our team also engages in managing a Center of Excellence which drives enablement and sales of Service Cloud.

Success will be measured by the overall performance of the sales team you support and individual performance.

What You'll Actually Be Doing

• Support for Service Cloud-based solution proposals targeting customers in a variety of industries — evangelize Service Cloud value to customers (including c-level execs and IT) and field teams, and assess business and operations impacted by technology
• Deliver findings including key pain points, proposed solutions to meet business needs, and ROI where applicable, and contribute to development of technical sales strategy
• Configure and effectively demonstrate visionary solutions tailored to each customer's business, and discuss/propose solution architecture including call center infrastructure integration, back-office system integration, and workflow process definition
• Support for the preparation of proposals focusing on Service Cloud, collaborating with Field Sales teams, Account Executives, Implementation Partners, and Product Management to establish credibility and trust with the customer
• Conduct presentations and demonstrations at seminars and events, supporting marketing activities and executing enablement activities (webinars, best practices, knowledge share, etc.)
• Create various sales assets — solution maps, industry-specific demos, and proposal templates for each industry based on knowledge acquired through proposal activities

You're Our Person If...

• You have experience in implementation/development of business application systems or core systems, OR experience in implementation consulting, OR experience as a presales engineer
• You have the ability to listen to customer business needs and analyze their challenges
• You have a strong desire for growth and a deep passion for customer success
• You are fluent in Japanese
• You have a Bachelor's degree in Computer Science or a related field (e.g., Engineering, STEM)

Even Better If...

• You have previous experience as a Sales Engineer/Architect/System Engineer for a CRM company or similar Contact Center related technology
• You have an understanding of the Service Cloud product and Platform
• You have at least 3 years of work experience with one or more of the following CRM solutions: Oracle, Microsoft, ServiceNow
• Business-level English

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.