Salesforce Service Lead

dentsu; Baracaldo; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Permanent contract

Flexible Schedule

Certifications plan

Home Office options

Flexible retribution

Health insurance

Job summary

A leading digital customer experience firm in Baracaldo, Spain is seeking a Salesforce Service Lead to manage customer satisfaction and service objectives. The ideal candidate will have at least 4 years of Salesforce consulting experience and strong communication skills. The position offers a permanent contract, flexible working hours, and professional development opportunities. This role is part of a larger team focused on delivering customer-centric solutions across various industries.

Qualifications

• Minimum 4 years of experience as a Salesforce Consultant or in a similar role.
• Strong ability to communicate and present ideas effectively.
• Fluent in English; capable of reading, writing, listening, and speaking.

Responsibilities

• Support Pre-sales tasks: Solution design, estimation, and planning.
• Supervise task allocation and manage service team effectively.
• Ensure service objectives are met and manage customer satisfaction.

Skills

Salesforce Consulting experience

Agile methodologies

Communication skills

Presentation skills

Intermediate-High Level of English

Job description

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for Salesforce Service Lead.

Main responsibilities:

• Provide support in Pre-sales tasks for assigned accounts: Solution design, estimation, planning, and assumptions.
• Share with the service team the client's vision, goals, and expectations.
• When there's a dedicated team, allocate and supervise their tasks, 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. Lead 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 evaluate the service and identify successful and unsuccessful elements.
• Responsible for sending customer satisfaction surveys regarding the service.
• Identify potential Up & Cross Selling opportunities for the account.

Mandatory Skills:

• At least 4 years of experience as a Salesforce Consultant or similar role.
• Experience working with Agile methodologies.
• Strong communication and presentation skills
• Intermediate-High Level of English (reading, writing, listening and speaking)

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.