Location Success Manager managing and expanding client locations at flexible labor market platform. Combining relationship management and sales through data - driven advice while ensuring smooth operations.
About the role
- Lead Domain Architect responsible for transforming service contact center strategies and operations at Farmers Insurance. Requires deep expertise in CRM and CCaaS solutions for enhanced customer experience.
Responsibilities
- Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
- Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
- Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
- Create and maintain reference architectures, reusable patterns, and best practices for Salesforce Service Cloud(CRM) and Service Request Management (SRM) platforms.
- Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
- Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
- Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
- Serve as the lead technical authority for the Salesforce Service Cloud ecosystem.
- Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
- Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
- Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs.
Requirements
- 6 years relevant experience in Domain Architecture required preferably in the delivery of single domain architecture solutions.
- 6+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role.
- Proven experience leading the architecture for complex, large-scale CRM or Contact Center as a Service Implementations.
- Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud or Google Contact Center.
- Proficient in Omni Channel customer communication strategy & architecture.
- Experience in the insurance or financial services industry preferred.
- Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing.
- Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions.
- Familiarity with enterprise architecture frameworks such as TOGAF.
Benefits
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
CRM Specialist managing HubSpot for Kamino, a comprehensive financial management platform in Brazil. Focusing on innovative growth strategies and automated solutions.
Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.
Werkstudent:in in Customer Success & Care bei No Bad Days Club in Berlin. Verantwortlich für B2B - Kundenbetreuung und CRM - Pflege.
Customer Success Intern at Rue des Vignerons handling client relations and support duties. Collaborating on client satisfaction while working in a hybrid environment from Toulouse, France.
Junior Customer Success Manager at SUMM AI managing customer onboarding and support for government clients. Collaborating with leadership to enhance customer lifecycle management and satisfaction.
Intern in Customer Success Management at GreenPocket, a smart energy startup focused on sustainable energy solutions. Involve in user experience tracking, customer satisfaction surveys, and project management.
CRM Optimization Executive supporting CRM campaigns at Campeón Gaming in Athens, Greece. Working collaboratively with teams to enhance CRM effectiveness and customer engagement.
Customer Success Manager ensuring client satisfaction and success at Street Group. Supporting enterprise accounts in the rapidly growing property technology sector.
Leading the Customer Success area at Dunas Capital, focusing on client engagement and community management. Structuring processes and strategies for customer retention and satisfaction.