Solutions Architect- Global Customer Success
Company: J&J Family of Companies
Location: Topeka
Posted on: January 19, 2023
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Job Description:
Solutions Architect- Global Customer Success -
2306099067W**Description**Johnson & Johnson is recruiting for a
Solutions Architect, Global Customer Success to be located in
Redwood City, CA or can be located remotely.The primary purpose of
this position is to work within the Global Customer Success
organization and support business units using Salesforce.com, SAP,
CPQ, and other commercial related technologies to support global
business processes, provide customer service, and support strategic
objectives. The solutions architect is responsible for leading
business systems implementations and enhancements as well as
serving as tier 1 support for business system bug fixes, defects,
and user errors. This role will serve as the Global Customer
Success business partner collaborating closely with IT, service
business functions, and cross-functional partners.This position
requires in-depth process expertise in business requirement
gathering, business process/gap analysis, process
engineering/re-engineering, build/develop metrics, analytics and
visualizations, and execution of UAT scripts to address project
needs. An aptitude for timely completion of all tasks/projects
under direct control. The ideal candidate will possess a
combination of technical aptitude and customer focus to craft
system tools with the needs of our customers always in mind.Core
Job Responsibilities:+ Functional requirement gathering and
documentation, crafting workflows, and work collaboratively with
cross functional & IT teams to build and scale customer services
business systems.+ Optimize service levels including pursuing
continuous improvement of service and sales operations processes
using industry standard methodologies while always keeping the
voice of our customers in mind.+ Partner with department
stakeholders to perform functional analysis of core customer
services business operations process and propose appropriate
solutions. Navigate and influence requests for business system
updates and improvements, prioritizing based on impact to
customers, users, and business processes.+ Serve as the
administrator for Salesforce.com (SFDC), CPQ, Talkdesk, and other
customer services business systems. Aid with non-technical issues
and bug fixes. Make minor improvements on demand.+ Develop training
materials for users to learn the business systems. Train new users
and conduct delta trainings for existing users as needed. Conduct
analyses and build, supervise, and update reports and dashboards in
SAP, SFDC, Excel, and Tableau as required by the Sales and Support
Services team. Ad hoc reporting as the need arises by the business.
Build and maintain tools to help leadership with analytics of
metrics.+ Define and maintain governance of SFDC and SAP data,
ensuring it is up to date and clean, and establishing processes for
users to update information easily.+ Other related duties as may be
assigned.**Qualifications**Education:+ Bachelor's Degree is
required, preferably in businessQualifications & SkillsRequired:+ A
minimum of five years' experience in a Sales or Service role is
required.+ At least one year experience as an administrator of SFDC
is required.+ At least two years of technical experience with an
ERP system (such as SAP, Oracle, etc) is required.+ Proven track
record of developing Sales or Service business solutions in
Salesforce.com is required.+ Demonstrated ability to gain insights
from data is required.+ Demonstrated ability to organize multiple
projects/tasks simultaneously with efficient prioritization of
projects and within budget is required.+ Certified Salesforce
Administrator is required.+ EDI experience, preferably GHX is
preferred.+ Capital, consumables or robotics industry experience is
preferred.+ Familiar with Sales BOMs and configurable products is
preferred.+ Experience with customer facing tools like a
self-service portal is preferred.+ Experience with contact center,
CPQ (configure, price, quote), Omnichannel, and other sales and
service operations business systems is preferred.+ Working
experience in a Medical industry/ FDA regulated environment is
preferred.+ This role will be located in Redwood City, CA or remote
and may require up to 10% travel.At Johnson & Johnson, we're on a
mission to change the trajectory of health for humanity. That
starts by creating the world's healthiest workforce. Through
cutting-edge programs and policies, we empower the physical,
mental, emotional and financial health of our employees and the
ones they love. As such, candidates offered employment must show
proof of COVID-19 vaccination or secure an approved accommodation
prior to the commencement of employment to support the well-being
of our employees, their families and the communities in which we
live and work.Johnson & Johnson is an Affirmative Action and Equal
Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, age, national
origin, or protected veteran status and will not be discriminated
against on the basis of disability.For more information on how we
support the whole health of our employees throughout their
wellness, career and life journey, please visit www.careers.jnj.com
.Anticipated Salary Range: $72,000-$101,000The Company maintains
highly competitive, performance-based compensation programs. Under
current guidelines, this position is eligible for an annual
performance bonus in accordance with the terms of the applicable
plan. The annual performance bonus is a cash bonus intended to
provide an incentive to achieve annual targeted results by
rewarding for individual and the corporation's performance over a
calendar/performance year. Bonuses are awarded at the Company's
discretion on an individual basis.**Primary Location**
NA-US-California-Redwood City**Other Locations** NA-United
States**Organization** Auris Health, Inc. (6267)**Travel** Yes, 10
% of the Time**Job Function** Business Solutions**Req ID:**
2306099067W
Keywords: J&J Family of Companies, Topeka , Solutions Architect- Global Customer Success, Other , Topeka, Kansas
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