Salesforce Functional Lead

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms

We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle

We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change

From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy

We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle

We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

The Salesforce Functional Lead must have the confidence to lead cross-functional teams, the ability to partner with lateral project leads, and the client advocacy skills to manage clients up and down an organizational structure. The ideal candidate has a strong passion for experience strategy, experience design and digital platform development. They have proven experience running substantial client projects and driving success at an account level.

The Salesforce Functional Lead thrives at the intersection of building today’s agreed-upon solution while also advocating for tomorrow’s next great step. They love navigating the complexities that digital projects can bring, daily inspiring and motivating their teams to do compelling and commercially successful work.

Do you love learning about technology, having fun while you work, and delivering exceptional client outcomes? If so, this might be the role for you!

What you’ll do:

• Act as Functional Lead on consulting engagements to ensure successful delivery of the projects in various accounts for scope, deliverables, budget, client satisfaction, business outcomes and team engagement.
• Become a trusted advisor to our clients and facilitate ongoing communications and guiding efforts to manage and exceed client expectations.
• Develop, grow, and sustain strategic client relationships. Facilitate programs that draw out and answer clients’ needs.
• Anticipate the needs, concerns and input from clients, and advocate for high-ROI solutions that may challenge perspectives on process, systems, and customers.
• Understand client business, internal dynamics, industry, and competition to help bring clients the right solutions at the right time.
• Support and drive progress toward the vision for each account in partnership with the broader agency team.
• Establish business alignment & relationship with customer.
• Translate business requirement into functional requirement.
• Guide and coordinate implementation of functional requirements in alignment to business goals
• Train the customer team for adoption of designed system
• Engage and partner with a multi-disciplinary team of project managers, designers, developers, and business experts in a way that leads to bold ideas and mission effectiveness as well as operational efficiency.
• Contribute digital marketing strategy expertise to contribute to deliverables such as digital roadmaps, MVP definition, feature set prioritization, requirements documentation, strategic perspectives, user experience recommendations, and Agile technical delivery work reviews.
• Proactively run the account, recognizing opportunities, foreseeing risks, and always staying out in front of it.
• Drive practice thought leadership, offerings, and innovative approach to solutions on behalf of clients.
• Participate in practice events and training (internal or external).
• Mentor associate delivery team members in related activities.
• Maintain industry and ecosystem knowledge and certifications.
• Articulate Horizontal Digital Salesforce practice capabilities, offerings, and value propositions.
• Contribute to practice thought leadership and offerings.
• Stay current on technical learning and trends.

Activities & Deliverables

• Align platform capabilities with business goals and strategy.
• Plan and run Discovery workshops (Customer journeys and business processes)
• Define and document Customer journeys & Business processes as an implementation work (Sales Process, Service Process etc.)
• Translating high-level customer journeys and business processes into Salesforce functionality
• Perform current state analysis (existing Business Processes, Personas, Journeys, Channels etc.)
• Define and create to-be state (to-be Business Processes, Journeys, Channels etc.) [process design]
• Working sessions, Standups
• Requirements analysis, elicitation/ prioritization
• User story writing and grooming
• Product/ functionality Demos
• UAT planning and execution.
• Plan and conduct user trainings
• Journey, flow, and process diagrams (Lucid/Doc)
• Jira Documentation (user stories, epics, JIRA practices)
• UAT Plan and documentation (Doc)
• L2 and L3 Business process diagrams (Lucid/Doc) - Further detailing L1 with functional/ implementation details

Who you are:

• You are a CRM and digital experience enthusiast who can understand and support a program with complex business, user experience and technical challenges, and have a proven track record supporting client and internal teams in achieving digital solutions.
• You are flexible with the ability to handle multiple demands, shifting priorities and rapid change. You exude confidence, persistence, and the ability to stay calm despite multiple projects and goals.
• You see ambiguity through the lens of opportunity, rather than of concern.
• You are recognized as trusted, empathetic, and accountable in relationships with clients, colleagues, partners, and other industry professionals.
• You are optimistic and demonstrate a positive mental attitude and are hungry for opportunities to learn, grow and evolve personally and professionally.
• You have excellent written and verbal communication skills for coordination across projects and teams. This includes the ability to captain and steer in-person and digital strategic meetings and presentations.
• You have an entrepreneurial mindset and the drive to develop and shape Horizontal Digital’s future growth with a continuous passion for influencing and scaling business processes.

What you bring:

• 8+ years of client-facing consulting/professional services experience.
• 6+ years of experience designing and implementing Salesforce solutions.
• In-depth knowledge and experience of Salesforce (Sales, Service, Experience & Marketing Cloud) key capabilities and functionalities
• Solid stakeholder management and communication skills, and the ability to articulate project scope, milestones, risk mitigation strategies, and end-state outcomes to both executives and day-to-day contacts.
• In-depth knowledge and experience with end-to-end digital experience design and development and the ability to translate that experience effectively to future projects.
• Demonstrated ability to proactively develop core skills, demonstrate confident executive presence, and collaborate closely with your teams in a professional environment.
• Demonstrated success working in a collaborative environment to design a scalable solution to meet client business needs and participate in system configuration.
• Salesforce certification(s) and overall understanding of capabilities of products, specifically Marketing Cloud and/or Pardot.
• Bachelor’s degree preferred.

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.