As a Salesforce Support Specialist, you will enable the Elsevier Health business unit to continue to scale by acting as the initial line of support for all Health Salesforce users. You will be part of a global sales operations team that enables sales to conduct their responsibilities with enhanced support and streamlined processes. This role will involve supporting Salesforce users in the health business unit globally as they manage sales opportunities and conduct account management activities. 

Key Responsibilities: 

Provide technical support and troubleshooting for Salesforce users by responding to support tickets within established timeframes. 

Perform the following administrative tasks in Salesforce or other CRM applications:

- Lead maintenance including knowledge of assignment rules 

- Account and contact maintenance

- Opportunity and quote creation and updates 

- Report creation and updates 

- Other routine tasks as necessary 

Ability to complete mass data updates using Salesforce Data Loader. 

Coordinate the resolution of support tickets that require intervention from tier 2 support or the IT team. 

Assist in the testing of new Salesforce functionality. 

Identify process or training gaps to build a better experience for all users. 

Qualifications: 

Must possess at least a Bachelor's/College Degree, any field

3 or more years of experience with Salesforce in a support role. 

Hands-on experience using Salesforce Sales Cloud and Salesforce CPQ. 

Hands-on experience managing Salesforce cases. 

Understanding sales processes and associated pricing.  

Experience with integrated contract lifecycle management (CLM) solutions such as Ironclad, Docusign, or Conga. 

Knowledge of other CRM applications such as Siebel. 

Familiarity with other sales tooling including, but not limited to, Gong, LinkedIn Sales Navigator, ZoomInfo, and others. 

Excellent command of the English language. 

Additional Requirements for Internal Candidates:

Must be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthMust have a Successful or above rating in the last Enabling Performance cycle

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