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About the Role
As a Salesforce Service Manager, you will be the face to the customer and the backbone of our Managed Services. You will form the crucial interface between business requirements and technical implementation. With your blend of Salesforce expertise, entrepreneurial spirit, and hands-on mentality, you will ensure that our customers' systems not only function stably but also evolve in a sustainable and value-adding manner.
Responsibilities
- Operatively develop the customer platform and actively participate in the overarching strategic direction and business transformation.
- Identify strategic potentials or new business areas at the customer through close proximity to daily operations and develop them further with experts.
- Inform customers about new Salesforce releases, evaluate which features provide value in the current setup, and implement these impulses in the roadmap.
- Act as the central point of contact for the customer in daily operations, handling incidents, questions, or new requirements.
- Take responsibility as Account Owner for customer satisfaction, SLA compliance, and management of hour contingents.
- Monitor and intelligently manage the budget, identifying deviations early and initiating appropriate measures.
- Coordinate incident management and ensure clear information flow.
- Translate business requirements into precise tickets for the development team.
- Support the introduction of AI solutions (e.g., Agentforce), assist with data preparation, and monitor the performance of AI agents in ongoing operations.
- Perform functional tests (QA) and ensure clean documentation of solutions.
- Independently implement declarative requirements (admin tasks, simple flows) to maintain and expand platform knowledge.
Requirements
- Successfully completed studies (Business Informatics, Business Administration, or similar) or comparable training.
- Minimum of 2-3 years of professional experience in the Salesforce ecosystem (consulting preferred or in-house).
- Negotiation-proof German language skills and good English skills, both written and spoken.
- Strong communication skills and the ability to explain technical issues understandably.
- Ability to work independently on operational issues while recognizing when strategic support is needed.
- Understanding of the importance of AI-supported processes (e.g., Agentforce) for future service and willingness to actively guide customers.
- Entrepreneurial thinking and a feel for the economically sensible use of budgets and customer relationship development.
- Ability to cleanly specify and accept technical requirements (QA).
Skills
- Salesforce Service Manager
- Salesforce expertise
- Salesforce Loyalty Management
- Sales Cloud
- Service Cloud
- Salesforce Consultant certifications (e.g., Sales/Service Cloud Consultant)
- Declarative automation
- Marketing Cloud
- Loyalty Cloud
- AI-Operations
- Monitoring
- Incident Management
- Release Management
- Account Management
- Budget Management
- Technical Translation
- Quality Assurance (QA)
- Documentation
Location
- Germany
- Austria
- Switzerland
- Remote (within Germany)
Work Type
- Remote
- Hybrid
- Onsite
Experience Level
- 2-3 years of professional experience
Education Level
- Degree in Business Informatics, Business Administration, or similar
- Comparable vocational training
Benefits
- Up to 100% remote work option
- Modern office spaces available
- Workation benefit (worldwide)
- Technology-driven environment with modern tools
- Open and agile corporate culture
- 30 days of vacation
- Professional development opportunities (vertical and horizontal)
- Support for further education and certifications (10 days/80 hours per year)
- €50 monthly benefit for purchases, leisure, mobility, or company fitness
- Bike leasing option
- Company pension scheme (Direktversicherung)
- Employee discounts via Corporate Benefits
- 20% discount on Canyon Bikes
- Support for social projects
- Three main team events annually
About the Company
- DIA is one of the leading Salesforce consultancies in Germany, Austria, and Switzerland.
- We support our clients on the path to sustainable smart business.
- We help them shape the future of their organizations and break new ground.
- The sustainable success of our clients is the focus of everything we do.
- We are a top Salesforce partner with the highest status and score, achieving top marks in customer satisfaction.
- We offer flat hierarchies, ample scope for design, and a lot of fun and passion for interactive projects and new technologies.
- At DIA, you will find more than just a job: you will become part of a real team.
- We live a modern, open, and trusting culture where our values are lived daily and changes are actively shaped.
- A strong feedback culture, mutual recognition, and appreciation are firmly anchored in our interactions.
- We empower people and companies to do sustainable smart business.