Service Lead

Job Description:

Omega CRM, a Merkle & Dentsu company, is a leader in Customer Experience services with over 20 years of experience leveraging technology for marketing and driving innovative customer relationships.

We are currently looking for a Salesforce Service Lead to join our team

Main Responsibilities

• Provide support in Pre-sales tasks for assigned accounts: Solution design, estimation, planning, and assumptions.
• Share the client's vision, goals, and expectations with the service team.
• Allocate and supervise tasks for dedicated teams, managing assignments, vacations, and absences during the service.
• Manage service progress to ensure deadlines, scope, and budget are met.
• Facilitate change requests to ensure all parties are informed about schedule and budget impacts.
• Provide visibility of service progress to the client and the Client Lead, leading follow-up meetings.
• Alert operations management about potential deviations.
• Supervise all incoming and outgoing service documentation.
• Lead the resolution of problems arising from service evolution.
• Pursue customer satisfaction regarding the service.
• Ensure service objectives are met, subsequently evaluating the service to identify successful and unsuccessful elements.
• Responsible for sending customer satisfaction surveys regarding the service.
• Identify potential Up & Cross Selling opportunities for the account.

Requirements & Experience

• Salesforce Expertise: +4 years of proven experience as a Salesforce Consultant or in a similar role within the Salesforce ecosystem.
• Client & Team Interlocution: Proven experience in client-facing roles, acting as a key point of contact to translate business requirements into technical solutions and aligning client vision with technical delivery teams.
• Agile Methodologies: Demonstrated hands-on experience working with Agile methodologies (Scrum/Kanban) to manage project scope, timelines, and deliverables.
• Communication & Presentation: Strong communication, negotiation, and presentation skills, with a track record of leading client meetings and executive status updates.
• Language Proficiency: Intermediate-High level of English (B2/C1 equivalent), fully proficient in reading, writing, listening, and speaking within professional business contexts.

Desirable / Value-Add Skills (Pluses)

• Salesforce Certifications: Active Salesforce certifications (e.g., Administrator, Business Analyst, or Sales/Service Cloud Consultant).
• Multi-Cloud Exposure: Hands-on experience with specific Salesforce Clouds (e.g., Service Cloud, Sales Cloud, Marketing Cloud); experience across multiple Salesforce Clouds is highly welcome.

WHAT DO WE OFFER

• Permanent contract.
• Flexible Schedule. We make it easy. Balance your professional and personal life.
• Certifications plan. Improve your skills and get the official certificate from our main partners.
• Home Office. You decide and we support you.
• Flexible retribution (public transport ticket, Ticket restaurant, …).
• Health insurance.
• OMEGA in action. Our commitment to a better society is not just an intention
• Professional development: Evolve, grow and get where you want to go.

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data - all enhanced by AI.

Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.

With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.

We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.

Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).

At Omega CRM, we believe in growth through people - guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.

#OMEGA

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