Field Support Associate

Description:

Responsibilities

• Lead, conduct User Acceptance Testing (UAT) and coordinate events to test and verify that solutions and tools meet the requirements set out by business stakeholders for successful project delivery
• UAT Lead will work and specialize as a subject matter expert in testing and validating that business requirements have been implemented as required prior to project go-live
• Work closely with Business subject matter experts, IT teams and the Program management team to deliver high quality UAT testing events that support and enable successful project deployment
• Support our Commercial teams in their daily workflows and ensure our commercial system(s) is/are meeting the needs of the business
• Manage incoming tickets/cases related to Salesforce and connected applications (such as but not limited to Marketo, Cvent, etc.), monitor commercial system integrations, resolving system/process issues and escalating to correct teams, if needed
• Create and manage Knowledge (i.e. self-help) articles with a high degree of accuracy, precision and version control
• Actively engage in product management by working alongside Product Owners by translation of business needs into technology requirements and the creation of related work items
• Participate in Agile projects to improve the commercial user experience and be able to conduct User Acceptance Testing with a high level of scrutiny
• Analyze Commercial processes and procedures to find areas for improvement. Work with a LEAN mindset

What We’re Looking For

• Ideal candidates will have an undergraduate degree and CRM certification in a related field, and possess strong quantitative, analytical and interpretive skills.
• Excellent oral and written communication skills are required along with excellent MS Office skills.
• This person should have a strong foundation in CRM tools and will be tasked with creating, implementing and improving best practices ensuring continual enhancement of digital application(s)
• The candidate should possess strong organization, prioritization, problem identification, detail-oriented, and problem-solving skills to manage internal workflows and client communication.