• Serve as an SME for Salesforce Service Cloud • Facilitate business process reviews to identify client requirements and processes. • Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development. • Configure Salesforce Service Cloud and Force.com solutions. • Effectively manage all aspects of projects and client communications. • Contribute to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams. • Drive collaborative Customer Service business process, business requirements and functional design discussions with clients. • Support change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users. • Manage functional project team members. • Run workshops, work closely with the client, able to talk about tradeoffs. • Map functional requirements to Salesforce Service Cloud features and functionality. • Mentor other team members in customer service processes and Salesforce.com Service Cloud technology. • Deliver end user training and documentation. • Identify risks that threaten project success and recommend workarounds. • Ensure Best Practices and SFDC Coding Standards are followed.