Salesforce Customer Support Specialist

Who Are We?

The Full Circle Insights team is made up of former Salesforce executives, marketing experts, product managers, and automation specialists who understand how valuable data is – and how frustrating it can be to get. Our powerful, Salesforce native solution empowers companies to easily create attribution models, measure sales and marketing funnels, and align company-wide. We are growing and opening a new office in Warsaw.

Our Core Values: 

Be Transparent

Transparency is a way of life. To truly Be Transparent you must be candid and honest with everyone to gain trust and build relationships.

Build Bridges 

Building Bridges connects people. It creates trust, builds relationships, and generates growth opportunities both professionally and personally.

Do It Now

Do It Now honors the importance of requests and questions, clears lingering tasks, and helps us focus on core actions that change the business.

At Full Circle, we encourage creativity, value innovation, demand teamwork, expect accountability, and cherish results. If you’re ready to make an impact and work with people who care about your success, you’ve come to the right place.

Requirements

Full Circle is looking for a Salesforce Customer Support Specialist to solve business and technology problems for existing clients. This role also helps to work directly with new customers, getting them up-and-running on Full Circle products. 

In this position, interpersonal skills are just as important as technical expertise. Full Circle’s customers have adopted a data-first approach to marketing. As a support/configuration specialist you’ll help them understand what to do with that data — and why — as you guide them through onboarding, business process reviews, installation, and deployment. You will also help with troubleshooting product problems.

The role reports directly to the VP of Customer Success.

Customer-Facing Responsibilities

• Provide 1st and 2nd line support for Full Circle AppExchange products.
• Address and resolve customer inquiries and issues.
• Escalate complex issues to the development team.
• Provide feedback on common issues to improve the product.
• Guide customers through the installation of their Full Circle products.
• Advise customers on best practices for integrating Full Circle with their existing processes and tools.
• Lead collaborative business and technical review sessions with customers.
• Manage the technical tasks of product installation, including customizations, configurations, deployment, and testing.
• Facilitate smooth handoff of customers from installation to Customer Success Managers.

Vital Qualifications

• Active Salesforce certification - Salesforce Administrator - and relevant experience
• Ability to understand Marketing Operations requirements
• High emotional intelligence with an analytical, detail-oriented mindset
• Extensive experience across the Salesforce product suite
• Proficiency and comfort working with Salesforce reports and dashboards 
• Proven ability to design, optimize, and integrate business processes across systems
• Salesforce declarative development experience 
• Genuine interest in helping customers succeed 
• Clear, precise communication and active listening skills
• Willingness to build a consultative skillset 
• Proficiency in written and spoken English.

Preferred Qualifications

• Active Salesforce certification - Advanced Salesforce Administrator or/and Sales Cloud Consultant
• 2+ years of experience in marketing operations systems
• Experience with customer success/support
• Familiarity with the Salesforce data loader
• Knowledge of marketing automation programs
• Experience using Amazon Web Services (AWS)

Responsibilities

• Deep and Strategic Technical Understanding - Understanding and clarification of client goals and building efficient processes to help achieve a client’s success. Will need to have an understanding of how to deploy our products quickly and efficiently and make strategic recommendations.
• Account Ownership: “The buck stops here” mentality. Though you will often need to engage other parts of the organization to find an internal solution, you will take full ownership of the clients.
• Client Engagement: Serve as the primary point of contact for clients from a long-term perspective. Build strong relationships with key stakeholders, understand their unique requirements, and proactively address concerns to foster trust and satisfaction.
• Requirements Analysis: Collaborate with clients to gather and analyze requirements, translating business needs into actionable project plans and technical specifications. Ensure alignment between client expectations and solution capabilities to drive value realization.
• Solution Configuration: Work closely with internal teams to configure our products/services according to client specifications. Provide guidance on best practices and customization options to optimize solution fit and functionality.
• Training and Adoption: Develop and deliver training programs to empower clients with the knowledge and skills needed to maximize the value of our solutions. Drive user adoption through effective change management strategies and ongoing support.
• Performance Monitoring: Establish key performance indicators (KPIs) and success metrics to track the impact of our solutions post-implementation. Continuously monitor performance and identify opportunities for improvement to enhance client value over time.
• Risk Management: Anticipate and mitigate potential risks and obstacles that may impact renewal success or client satisfaction. Implement contingency plans as needed to minimize disruptions and ensure project continuity.
• Cross-Functional Collaboration: Collaborate closely with sales, product management, development, and support teams to facilitate knowledge transfer, gather feedback, and drive product enhancements based on client insights and market trends.

Working Hours:

-  2:0pm - 10:00pm PL

Location:

- Warsaw (new office), Poland (4 days a week in office, Friday remote)

Benefits

• Development fund of 3k PLN per year per head
• Flexibility in choosing the type of contract
• Paid holiday
• Private healthcare (Luxmed via Warta)
• Sports card (Multisport)
• Free English classes
• Team building and socializing events
• Competitive salary
• Udemy access etc.

Are you ready to join our team?

If you're passionate about Salesforce development and eager to work on innovative products that empower businesses, we'd love to hear from you. Apply today and become part of our mission to make marketing truly measurable!