🛠 Tech Stack

💼 About This Role

You'll lead Salesforce Service Cloud and PSA optimization for Coupa's global spend management platform. You'll bridge Customer Success, Professional Services, and Finance to deliver a 360-degree customer journey. This role empowers you to design scalable processes and drive AI-powered service excellence.

🎯 What You'll Do

• Lead discovery sessions with stakeholders to document requirements and workflows.
• Optimize PSA project setup, resource management, and time/expense tracking.
• Enhance Service Cloud case management, knowledge base, and SLAs.
• Develop and maintain dashboards for KPIs like resource utilization and CSAT.

📋 Requirements

• 5-7 years as a Business Analyst.
• 3+ years focused on the Salesforce ecosystem.
• Deep understanding of Professional Services lifecycle and Support operations.
• Hands-on experience with PSA tools (e.g., FinancialForce, Open Air).

✨ Nice to Have

• Experience with Jira, Confluence, and Lucidchart.
• Proficiency in Salesforce Service Cloud and Experience Cloud configuration.
• Experience with AI tools like Agentforce.

🎁 Benefits & Perks

• 🏖️ Flexible PTO
• 🏥 Health and wellness benefits
• 📈 Career development opportunities
• 🌍 Global impact work