Salesforce

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Language: Mandarin

Role Description:

You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism and delivers the highest levels of client satisfaction at all times.

Responsibilities:

• Provide exceptional frontline technical support via phone and email to Salesforce clients
• Assist with general best practices, including: user management, data management, and reporting and dashboards
• Identify situations where professional services or account executive intervention may be warranted 
• Track and maintain all client communications and case documentation in Salesforce
• Follow established support processes and procedures
• Effectively communicate with clients both in English and Mandarin, predominantly
• Available to work across any of the shifts based on business requirements. Shifts are subjective to change as well based on business needs.

Preferred Qualifications & Skills:

• Passion for Client Experience
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Excellent written and verbal communication skills. Experience in handling/conversing with international clients mandatory.
• Action oriented with strong organizational, analytical and problem solving skills
• Highly adaptable, fast learner
• Technical aptitude in support of learning Salesforce Cloud applications and solutions
• Dependable, motivated, self-starter, with the ability to work independently
• Experience in technical support (or other client focused environment)
• Demonstrates exceptional written and oral communication skills, fluent in English and proficient in advanced-level spoken Mandarin, with a minimum requirement of old format HSK 5 (New format HSK 7-9) certification. Recent certification at this level is mandatory, while Old format HSK 6 (new format HSK 9) certification is highly preferred.
• Optional : ADM 201 and/or ADM 211 certifications preferred,

Leadership Qualities:

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
• URGENCY: Ability to move fast and drive business value and results
• OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
• TRUST: Trust the company's core values
• ADAPTABLE: Excels in high levels of uncertainty and change

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.