Salesforce Subject Matter Expert

Key Responsibilities

1. Customer Engagement & Management

• Build strong relationships with business stakeholders to understand their strategic goals and operational challenges.

• Conduct customer workshops, discovery sessions, and requirement-gathering meetings.

• Provide guidance and recommendations on Salesforce best practices and platform capabilities.

• Act as the primary point of contact for customers regarding Salesforce-related initiatives.

2. Business Requirement Analysis

• Analyse customer business processes and identify opportunities for Salesforce-driven improvements.

• Translate business requirements into functional and technical specifications.

• Work closely with solution architects and development teams to ensure accurate solution design.

• Ensure that proposed solutions align with customer business objectives and Salesforce platform standards.

3. RFP (Request for Proposal) Preparation

• Prepare and document RFPs including scope, impact analysis, and implementation approach.

• Support the change management process including approvals, risk assessments, and implementation planning.

• Ensure all RFPs are properly documented and aligned with governance and compliance standards and business requirements .

4. Documentation & Process Improvement

• Maintain detailed documentation including functional specifications, solution designs, and process flows.

• Identify opportunities for process optimization and automation within Salesforce.

• Support continuous improvement initiatives for Salesforce adoption and efficiency.

Required Skills & Qualifications

• Strong knowledge of Salesforce platform (Sales Cloud / Service Cloud/Health Cloud).

• Experience in requirement gathering, business analysis, and solution design.

• Experience in RFP preparation and change management processes.

• Strong customer management and stakeholder communication skills.

• Ability to translate business needs into functional Salesforce solutions.

• Understanding of CRM best practices and customer lifecycle management.

• Excellent documentation and presentation skills.

Preferred Qualifications

• Experience working in Agile or DevOps environments.

• Knowledge of integration, data migration, and Salesforce ecosystem tools.