Service Lead

El objetivo de este puesto es impulsar y supervisar la ejecución de los proyectos asignados para garantizar que los objetivos se definen claramente y se alcanzan dentro de los plazos, costes y limitaciones de calidad acordados. Descripción de puesto: 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 Ubicación: Madrid Brand: Omega Tipo hora: Tiempo completo Tipo de contrato: Permanente