SFDC Subject Matter Expert TOA Technologies
THIS JOB HAS EXPIRED Company Overview
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics and performance pattern recognition, TOA reduces customer wait times while increasing field workforce efficiency. TOA automates Time Of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
Gartner has recognized TOA Technologies as a visionary company for the past three years running, based largely on the company?s completeness of vision. Customers, analysts and investors have recognized ETAdirect mobile workforce management software for its ability to streamline the mobile workforce environment and enhance the customer experience. No other mobile workforce management solution in the market enables real-time predictive communications between companies, their field employees, and their customers.
By offering a best of breed solution for mobile workforce management that?s focused on customer care, TOA provides companies worldwide with a robust, modular platform for enhanced service and goods delivery. TOA?s natively integrated products and web-based delivery model allows clients to immediately reap benefits from reduced costs, increased revenue generation capacity and improved customer satisfaction. TOA focuses on the most valuable asset every company has - its customers - by vastly enhancing the customer experience through predictive technology.
TOA's mobile workforce management solution is deployed at leading companies worldwide in a range of industries, including Cable and Broadband, Telecommunications, Retail, Utilities and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Europe and Latin America.
TOA is time-based
At TOA, time is the generative element. While our competitors focus primarily on technicians, work orders and equipment, we take all of those things into account, but we focus on time and how to translate time into improving efficiency and customer satisfaction. Our predictive technology measures how long it takes to perform tasks, accumulating information about what is happening in the field and using this information to provide better planning and management of the workday. A time-based approach ultimately leads to a better customer experience.
TOA is predictive
Most vendors in the mobile workforce management space set work time in blocks ? 45 minutes, 90 minutes, and 120 minutes. The problem is that this approach doesn?t reflect how people actually work. Some technicians or delivery people are better at some types of work than others. Travel times can change between locations. TOA?s unique predictive technology combines the historical performance of your teams, along with real-time information about the current workday, to be able to predict a one-hour time window with 98 percent accuracy.
TOA is self-learning
People can learn everyday and get better. Software should do the same. At TOA, our unique software as a service learns. It learns everything that happens and it continually improves. The more you use it, the smarter it gets. It learns the work patterns of your service or delivery people. Its predictive technology learns how long it actually takes your people to get from point to point, and it automatically incorporates that learned information into making smart decisions for you.
At TOA we have figured out how to turn conventional wisdom on its head by improving efficiencies by enhancing the customer experience.
Additionally, we can quantify the benefits that we deliver. With TOA?s service optimization solutions, you can improve:
Operational Efficiency Companies that have used TOA?s customer interaction management system in the past have reported a 75% reduction in overtime, 47% increase in the rate of jobs completed each day and 40% decrease in miles driven per appointment.
Customer Satisfaction Customers that have used our customer interaction management system have reported a 30% improvement in on-time performance and a 98% customer satisfaction rate.
Economics By optimizing your service through TOA, you can save money. By increasing efficiency, TOA saves its customers an average of $10,000 per mobile employee per year.
SFDC Subject Matter Expert Job Description
The primary focus of this position is to partner with TOA?s management, sales, customer operations, professional services and channels and alliances teams providing technical solutions for clients and prospects who require an integrated TOA/Salesforce.com solution. The SFDC Subject Matter Expert will directly participate in client and prospect meetings providing pre-sales support to our US and EU sales teams, present the company?s SFDC story and solutions to C-level decision-making teams. The SFDC Subject Matter Expert will be expected to interactively come up with technical strategies that meet client needs, and determine a technical fit that is consistent with TOA?s platform capabilities as well as the capabilities of Salesforce.com applications. The SFDC Subject Matter Expert will be involved in the estimation, planning, analysis, design, and implementation of the various projects that result from client interactions during the lifecycle of the TOA software product. Further more this position will assist in the on going development ETAworkforce, TOA?s line of force.com based products, and will provide oversight to contracted 3rd party developers.
Using a consultative approach, the SFDC Subject Matter Expert will cultivate both customer and partner relationships, manage expectations and communicate comprehensive solutions that best leverage the value that TOA?s technology brings to the customer. The SFDC Subject Matter Expert will be the ?go-to? technical member of the team who, working closely with the TOA?s Solutions Architects, helping build momentum for TOA products within the SFDC eco-system.
Participate as a member of TOA?s sales team to meet with customer representatives and assist the customer in identifying and assessing its business and system requirements
Present current baseline technical capabilities of TOA platform to clients, and how these products create unique value with coupled with Salesforce.com.
Actively lead defining the technical approaches to solving client?s business needs
Prepare and deliver face-to-face or web-based professional software demonstrations, presentations and product briefings to C-level decision-making customer team
Assist sales team in writing, preparation and delivery of solution proposals, RFIs, and RFPs to the customer
Collaborate with TOA?s solution architects as well as partner teams to create compelling demonstrations and in co-sell opportunities.
Assist potential customers with software evaluations and proof-of-concepts and actively participate in the implementation of TOA pilots
Serve as liaison between the channels and alliances and TOA?s technical and support teams
Work with Salesforce.com, TOA?s clients and with TOA?s technology center to produce product enhancements.
Provide customer training and participate in initial implementations
Assist in Customer Support escalations and problem resolution.
Bachelor?s degree in Computer Science, or equivalent degree or work experience.
Detailed technical understanding of Salesforce.com products, including capablilities and weaknesses. Strong knowledge of ServiceCloud a plus.
Experience as a Solutions Architect/Solution Manager/Sr. Business Systems Analyst in an enterprise SW and/or SaaS Delivery model/environment.
Experience in an enterprise software pre-sales, post-sales, professional services or related role
Strong implementation and interface development experience
Experience with common Salesforce.com languages such as APEX and VisualForce.
A keen desire and enthusiasm to assist both TOA and Salesforce.com in understanding the value proposition of a combined TOA/Salesforce solution.
Experience with AppExchange and implementing 3rdparty software into a Salesforce environment
Ability to demonstrate salesforce and create custom demonstration scenarios (ability to create customer triggers a plus)
Demonstrated Passion, Enthusiasm and Sincerity about serving both partners and the customer.
Willingness to travel 50%+
||Cleveland, OH |
THIS JOB HAS EXPIRED