At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.
As part of our ongoing transformation, we are standardizing and scaling our customer care processes globally, with Salesforce at the core. In this role, you will play a key part in making this work in practice through rollout, configuration, and continuous improvement of Service Cloud.
You will work at the intersection of business and technology, supporting the rollout and optimization of Service Cloud across our Customer Care organization.
This is a hands-on role where you will support the design and implementation of solutions, ensuring Salesforce works effectively in day-to-day operations.
If you’re passionate about using Salesforce to drive efficiency and user engagement, we want to hear from you.
Focusing on Salesforce Core Clouds, you will support the design, optimization, and rollout of business processes, with a primary focus on Service Cloud and supporting tools for omnichannel customer support.
You will collaborate closely with the Business Process Owner (BPO), Tech Lead and product stakeholders (including a future Digital Product Owner) to translate business needs into scalable Salesforce solutions, ensuring alignment with global standards and promoting use of scalable, out-of-the-box capabilities.
Apply strong knowledge in Salesforce Service Cloud and related customer care solutions to support solution design by ensuring alignment with system capabilities and scalability within the platform to ensure effective day-to-day operations.
Location: Valencia
Office Policy: 4+1 remote work policy
Job Type: Full-time
You will report to Head of Customer Care Center of Excellence (CoE) and work closely with BPOs and digital teams.
Please note that only CVs submitted in English will be reviewed.
Stakeholder Collaboration & Process Design
Partner with stakeholders and BPOs to understand needs and support the design of scalable, standardized processes. Challenge requirements to ensure simplicity, standardization, and alignment with out-of-the-box system capabilities, minimizing the need for custom development.
Requirements & Functional Translation
Support backlog refinement by translating requirements into user stories and ensuring readiness for development. Ensure alignment between business requirements and system capabilities and that requirements are complete, consistent, and ready for development.
Implementation & Configuration
Promote standardization by leveraging out-of-the-box capabilities and best practices and actively challenge solutions that require unnecessary customization or complex development. Perform light configuration where required and collaborate with Tech Leads and future functional specialists on more complex implementations.
Delivery Support & Deployment
Support the delivery process by ensuring requirements clarity, testing readiness, and alignment with DPO and Tech Leads. Lead functional testing, including preparation of test scenarios and execution, and support UAT together with SMEs and BPO. Support deployment readiness, rollout, and adoption.
Continuous Improvement & User Support
Train and support users, support adoption of standardized processes, and turn insights into improvements. Support reporting and data quality improvements.
What You Need to Succeed
Successful rollout and adoption of Service Cloud across Customer Care
Increased use of standardized processes and capabilities in Salesforce
Improved customer care efficiency and customer satisfaction
Relevant degree or equivalent experience
3-5 years of experience working with Salesforce, with focus on Core Clouds
Hands-on experience with Salesforce configuration (e.g. flows, case management, automation, validation rules)
Experience in Service Cloud
Experience driving rollouts, user training, and adoption
Salesforce Administrator or Service Cloud Certification
Experience collaborating with business stakeholders in an international environment
Strong analytical mindset and understanding of business processes
Excellent communication and stakeholder management skills
Fluent English (written and verbal)
Experience in Marketing Cloud and Analytics
Experience with CTI solutions (e.g. Amazon Connect)
Experience with automations and workflows
Understanding of integrations / APIs
Knowledge of loosely coupled architecture
Experience with Field Service
Opportunity to play a key role in a global transformation, shaping how we use Salesforce to standardize and scale our customer service processes.
Work in an international environment with close collaboration between business, IT, and product teams.
Competitive compensation package, including medical insurance and flexible benefits.
Discounts on our platform and gym memberships.
Job stability in a growing and innovative company within healthcare and genetic services.
The interview will be conducted in English
Vitrolife Group is an equal opportunity employer. We welcome and encourage applications from people with disabilities.
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.
We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.
