ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.
We’re seeking a Salesforce Architect to join the ezCater CRM team to help lead the development and implementation of Salesforce, primarily supporting our Customer Service teams in migrating our people, process, and technology to Salesforce Service Cloud. The ideal candidate will have deep Salesforce Service Cloud architectural experience, a strong background in Customer Service processes, and a proven track record of building, enhancing, and maintaining efficient, scalable service-related CRM processes to enable improved Customer outcomes. The right person will need to have expertise in transforming complex business processes into elegant CRM solutions designed to improve our customer experience and our Customer Service team’s performance through technology.
What You'll Do:
- Be responsible for successfully migrating the technology processes for a Customer Service team of 500+ end users to Service Cloud.
- Focus on strategic, tactical and technical initiatives involving Sales Cloud and supporting all Customer Service related teams.
- Gather, finalize, and document Customer Service processes that will leverage Service Cloud.
- Proactively identify and implement operational and technical enhancements that drive service team productivity and improve the customer experience.
- Successfully manage multiple workstreams at once, be able to effectively prioritize initiatives, and effectively communicate with a broad set of stakeholders.
- Design CRM data model, such as case/task framework, and implement solutions to provide a 360-view of the Customer within Salesforce.
- Build functional specifications in ServiceCloud for the various Customer Service personas to achieve successful business outcomes.
- Focus on user efficiencies, solving business/customer issues, invent creative solutions, and ensure data accuracy across the CRM tech stack.
- Partner with business stakeholders to proactively identify, drive, and build improvements, enhancements, and system customizations that solve ezCater needs.
- Design solutions leveraging internal and other third-party integrations for seamless bi-directional data streaming in and out of SF.
- Understanding external customer, internal service and support team needs and translating them into robust business requirements for configuration and development in SFDC CRM.
- Participate in continuous change management process, and drive communication efforts across relevant stakeholders.
What You Have:
- 7+ years Salesforce ServiceCloud architect experience in an enterprise setting.
- 5+ years Proven experience developing Apex, Visualforce, Salesforce APIs and SOQL to develop solutions within ServiceCloud.
- Salesforce Certified B2B Solution Architect
- Salesforce Certified Platform Data Architect
- Demonstrated experience in successfully taking business requirements and creating crisp user stories for SF technologists to build solutions with.
- Expertise in implementing Enterprise-grade Customer Service processes and technology solutions, including third-party telephony solutions and other tools.
- Demonstrated experience in successfully leading a project in migrating technology solutions for a large Customer Service team.
- Strong communication with stakeholders up to C-Suite level executives.
- Understanding of the capabilities and constraints of the Salesforce Service Cloud application coupled with good understanding of standard business processes (Sales, Service, Marketing, etc.).
- Highly organized, detail-oriented, and the ability to work independently.
- Experience working closely with Salesforce Administrators and Developers to create elegant CRM solutions to complex business requirements.
The national cash compensation range for this role is $118,000 - $163,000 per year.*
*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).
Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!
ezCater does not sponsor applicants for work visas or legal permanent residence.
What You’ll Get from Us:
You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony.
Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, Relish (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones. Following a conditional offer of employment, ezCater may require a background check.
For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.
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ezCater Boston, Massachusetts, USA Office
40 Water Street, Boston, MA, United States, 02109
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