Your responsibilities

• Support initial deployment of the existing Salesforce Case Management solution to Customer Support Centers (CSCs) and Hiab Business Partners, ensuring alignment with rollout plans and adoption targets.
• Collaborate closely with CSCs, Central functions, Global Process Owners, IM and project team to understand requirements and ensure fit-gap analysis for global alignment.
• Gradually assume full ownership of the Case Management solution, defining and driving the future-state vision and roadmap.
• Coordinate development backlog (user stories, features, and enhancements) in collaboration with IM, business stakeholders, and Salesforce platform teams.
• Participate stakeholder discussions to define a common approach for case management across all support levels (e.g. CSCs, Central functions, Product Support Centers).
• Ensure global scalability, and process harmonization by promoting best practices and minimizing local deviations.
• Validate proposed solutions to ensure business value, user experience quality, and technical feasibility before deployment.
• Support testing, training, documentation maintenance and change management activities to ensure smooth deployment to end users.
• Monitor solution performance post-deployment and lead continuous improvement initiatives based on user feedback and evolving business needs.
• Serve as the main point of contact for Case Management topics.
• Facilitate knowledge sharing and adoption of the solution across countries, contributing to a unified global support model.
• Ensure Case Management solution design and development remain aligned with related ongoing initiatives (e.g., Customer Portal) and broader global service processes.
• After the deployment phases, lead continuous development activities.

Our requirements

• Relevant and completed education: bachelor/master's degree in Technology, Computer Science, Management, Economics, or the equivalent through a combination of education and work experience.
• Minimum 3 years of experience with the Salesforce Service Cloud.
• Experience in developing and implementing business processes.
• Experience in Agile software development cycle & practices.
• Fluency in both written and spoken English.
• Salesforce Service Cloud architecture understanding.
• Ability to transform business needs into Salesforce architecture design.
• Strong learning and analytical capabilities.
• Hands on approach.
• Exceptional interpersonal and communication skills.
• Project management basics.
• Proactive and focused on the results.
• Strong attention to details.
• Excellent cooperation skills, ability to work with different cultures, independently and in teams.
• A strong interest in developing existing and new processes, tools and ways of working.

Optional

• Previous experience as a member of change management project.
• Previous experience in Customer Service area would be beneficial.
• Willingness to travel if required.

Technologies we use

What we offer

• Working with specialists in an international environment.

• Comfortable workplace and friendly atmosphere.

• Hybrid working system.

• Co-financing parking.