Job Description

of the Role

The SaaS Support focuses on enabling teammates through effective troubleshooting, training, and implementation support of our software-as-a-service (SaaS) platforms. The role will be primarily responsible for end-user support for Salesforce Financial Services Cloud, with growth opportunities across other tools, including Slack, Airtable, MuleSoft, Snowflake, Microsoft 365, and WordPress. You will bridge product knowledge, user training, and real-time technical assistance to ensure smooth adoption and operational efficiency.  

Responsibilities

Troubleshooting & Technical Support

• Serve as the primary administrator for our Salesforce Financial Services Cloud CRM, including other Salesforce products: Marketing Cloud, Data Cloud, Mulesoft, Slack, and Tableau

• Provide technical support and training for team members

• Act as the go-to problem solver for any technical issues related to our SaaS tools, working with vendor support as needed.

• Documentation: Maintain up-to-date documentation for system configurations, processes, and user guides.

Training & Enablement

• Develop and deliver onboarding sessions for new employees on SaaS tools and systems.

• Create easy-to-follow documentation, walkthroughs, and video tutorials.

• Conduct periodic training to upskill team members on feature updates or process changes.

• Act as the go-to subject matter expert (SME) for specific SaaS tools in use.

Implementation Support

• Monitor and analyse the usage of these tools, identifying areas for improvement to optimise workflows and increase efficiency.

• Assist in the rollout of new SaaS systems, features, or process improvements.

• Coordinate configuration, testing, and deployment across teams, managing change sets and periodic environment refreshes across Production and non-production environments.

• Support change management activities by ensuring smooth user transition and adoption.

• Identify opportunities to automate processes within and between these platforms to streamline business operations.

• Website Integration: Build and maintain lead capture forms for converting website visitors into CRM Leads, integrating WordPress with Salesforce FSC and/or Marketing Cloud.

• CRM Management: Oversee and optimize CRM systems, ensuring they meet the needs of the organization and support sales and marketing efforts

• Data Management: Ensure data is organised, accessible, and secure across all platforms. Assist in data migration, integration, and reporting tasks.

Requirements

• A graduate with a Bachelor's degree in any field

• At least 2 years of experience in a similar role

• Proven experience administering Salesforce, preferably on the Financial Services Cloud managed package solution. 

• Strong technical aptitude and the ability to quickly learn and adapt to new software tools.

• Excellent problem-solving skills and attention to detail.

• Experience in data management, integration, and process automation.

• Strong communication skills for training and supporting team members with proven ability to convert user pain-points into training plans or product roadmaps, as required.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits ​
• 2-week paid Christmas vacation​
• Electricity & Data subsidies​
• 25K Educational Assistance ​
• Training and equipment will be provided​
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM​