Salesforce Consultant in Ottawa

Time Zone : CST

Duration : 6+ Months contract

Key Skills:

• CRM and customer service: Salesforce, IQVIA OCE, Service Cloud, and Five9
• Commerce: Salesforce B2B Commerce Visualforce storefront (CloudCraze) and the customer-facing portal
• Loyalty: B2B and B2C loyalty programs
• Integrations: ERP and web platforms
• Service management: ServiceNow for incident management and knowledge documentation

Key responsibilities

Incident resolution and support

• Own Level 2 triage and resolution for commercial CRM incidents, partnering with Customer Care, field sales, and internal business teams.
• Resolve issues within established service-level expectations or route them to the appropriate team with complete diagnostic details and business context.
• Document clear, reusable resolution notes that enable consistent support across the analyst team.
• Support CRM users with access, permissions, territory alignment, record visibility, and mobile application issues.
• Assist customers and internal users with portal and storefront access, registration, and ordering issues.

Data stewardship and configuration

• Maintain the quality and integrity of customer account data, including duplicate resolution, account hierarchies, and provider-to-practice relationships.
• Ensure pricing, tier, promotion, and loyalty configurations remain accurate and aligned across systems.
• Partner with Finance and Customer Care to research and resolve order, invoice, and billing discrepancies.
• Maintain accurate customer-facing directory and listing information.

Integrations and monitoring

• Lead recurring problem-management reviews by identifying issue patterns, determining root causes, assigning corrective actions, and tracking solutions through closure.
• Partner with the Salesforce team to design and implement preventive controls, including validation rules, duplicate rules, flows, and integration retry mechanisms.
• Create and maintain knowledge articles that enable support teams and end users to resolve common issues through self-service.
• Establish documentation standards for resolution notes and coach contributors on consistent adoption.
• Provide leadership with issue trends, operational insights, and status updates on root-cause remediation.

Systems and environment

This role supports Revance's commercial technology ecosystem for the aesthetics business, including:

• CRM and customer service: Salesforce, IQVIA OCE, Service Cloud, and Five9
• Commerce: Salesforce B2B Commerce Visualforce storefront (CloudCraze) and the customer-facing portal
• Loyalty: B2B and B2C loyalty programs
• Integrations: ERP and web platforms
• Service management: ServiceNow for incident management and knowledge documentation

Qualifications

Required

• Five or more years of experience supporting or administering Salesforce in a commercial or sales operations environment, including at least two years in a Level 2 support or administrator role
• Hands-on experience with CRM data stewardship, including duplicate management, account hierarchies, data loads, and auditable bulk corrections
• Working knowledge of declarative automation including flow, along with sound judgment about when developer support is required
• Strong written and verbal communication skills, with the ability to explain a solution to a field representative and present root-cause findings to a director

Preferred

• Experience supporting life sciences or pharmaceutical CRM platforms, such as Veeva, IQVIA OCE, or OCE on Salesforce, including HCP affiliations and territory alignment
• Experience administering Salesforce B2B Commerce or Experience Cloud
• Familiarity with pricing, promotion, and loyalty configuration
• Basic SQL or SOQL proficiency and experience using Salesforce reports or Workbench for trend analysis
• Salesforce Advanced Administrator or Platform App Builder certification