Solutions Architect- Global Customer Success

Company: J&J Family of Companies
Location: Topeka
Posted on: January 19, 2023

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