Salesforce Operations Specialist - French Speaking - full remote possible

Are you looking to have an impact on the daily life of millions of entrepreneurs in France (and tomorrow in Europe)? Are you looking for a work environment that values trust, proactivity, and autonomy? Are our Engineering principles https://medium.com/pennylane-engineering/our-engineering-principles-ab0613a0574d aligned with your vision? Then, Pennylane is the right place for you ! Our vision We aim to become the most beloved financial Operating System of French SMEs and Accounting Firms (and soon, European ones). We help entrepreneurs rid themselves of time-consuming tasks related to accounting and finance while providing them with access to key financial information to assist in making the best decisions for their business. ABOUT US Pennylane is one of the fastest growing Fintechs in France (and soon to be in Europe!) In 5 years of existence, we’ve managed to : 💻 Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountants 💰 Raise a total of €400 millions, including from Sequoia, the famous fund from the Silicon Valley who invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and much more... 👨‍👩‍👧‍👦 Grow from 7 cofounders to 1000 happy Pennylaners : we’re now recognized as one of the greatest places to work in France (and also remotely), with a 4.6/5 rating on Glassdoor https://www.glassdoor.fr/Avis/Pennylane-France-Avis-E4171708.htm. 🌍 Build an international environment with more than 25 nationalities, with a strong remote-friendly culture, where 30% of the employees are already working from all parts of Europe 🤝 Earn the trust of thousands of customers and accounting firms and obtain outstanding ratings https://www.google.com/search?q=pennylane&ei=O9pOYvm0Co-blwSmhKmIAw&ved=0ahUKEwi5vsWL-4H3AhWPzYUKHSZCCjEQ4dUDCA4&uact=5&oq=pennylane&gs_lcp=Cgdnd3Mtd2l6EAMyDQgAEIAEELEDEIMBEAoyCwguEIAEEMcBEK8BMgcIABCABBAKMgcIABCABBAKMgUIABCABDIFCAAQgAQyBQgAEIAEMgcIABCABBAKMgcIABCABBAKMgcIABCABBAKOgcIABBHELADOgkIABCwAxAKEEM6CgguEMcBEK8BEAo6BggAEBYQHjoICAAQFhAKEB46DQguEIAEEMcBEK8BEApKBAhBGABKBAhGGABQ7QFY6wVgugdoAXABeACAAUiIAbMCkgEBNZgBAKABAcgBCcABAQ&sclient=gws-wiz 🚀 Already more than 1,000,000 small and medium-sized enterprises (SMEs) and over 6000 accounting firms use Pennylane in France! WHY WE'RE HIRING A SALESFORCE OPERATIONS SPECIALIST: Our internal teams (Sales, Customer Success, Marketing, Finance, Ops) rely heavily on Salesforce to deliver exceptional service to our customers. With 600+ internal users and rapidly scaling operations, keeping Salesforce healthy, efficient, and user-friendly is critical. The Salesforce Operations Specialist ensures operational excellence by providing responsive support, maintaining system quality, AND proactively reducing the operational burden over time. This is not a ticket-processing role, it's a role for someone who wants to make their own queue obsolete. HOW YOU WILL CONTRIBUTE: You'll join our CRM squad working alongside Salesforce Engineers, a Product Manager, and an Engineering Manager. You'll be the operational backbone of our Salesforce ecosystem. YOUR MISSION HAS THREE DIMENSIONS: 1. Keep Salesforce running smoothly (aka Run) - Respond to and resolve various support requests - Improving the platform using OOTB tools (flows, layouts etc…) - Handle user access, permissions, and configuration changes - Maintain data quality and resolve data issues - Triage incoming requests and escalate appropriately - Manage Salesforce related IT tickets (account creation, login issues…) 2. Bridge business and engineering (aka Translate) - Gather and qualify requirements from stakeholders across Sales, Customer Success, Marketing and Finance - Translate operational needs into clear, actionable items for the squad - Participate in scoping sessions and help prioritize incoming requests based on impact and feasibility - Be the person who can sit in a room with an Ops and an engineer and make sure they're talking about the same thing 3. Make the Run smaller over time (aka Improve) - Identify patterns in support requests that indicate training gaps or missing tooling - Contribute in building guided actions and self-service tools so users can help themselves - Create and maintain documentation and training materials - Deliver training sessions to reduce repeat questions - Automate repetitive tasks to free up your own time - Track metrics and report on progress toward ticket reduction goals Our philosophy: If we do something more than X times, we build a tool and put it in users' hands. Your job is to work toward a world where we empowered our users as much as possible. WHAT YOU CAN EXPECT FROM YOUR LIFE AT PENNYLANE: WITHIN ONE MONTH: - Learn our Salesforce instance, data model, and key processes - Understand our support workflows - Shadow the current ops to learn the operational reality - Begin handling straightforward requests independently - Shadow stakeholder conversations and intake sessions to understand how requests enter the system WITHIN 3 MONTHS: - Own the different queues independently - Build relationships with key stakeholders across departments - Identify your first 3-5 automation/tooling opportunities - Deliver your first training session or documentation update - Establish baseline metrics for ticket volume and response times - Participate in your first scoping session WITHIN 6 MONTHS: - Demonstrate measurable reduction in ticket volume (target: -10-20%) - Have built/helped building self-service tools or guided actions - Be the go-to person for Salesforce operational questions - Contribute to data quality initiatives - Propose and begin implementing your ticket reduction roadmap - Independently gather and qualify requirements for small to medium requests - Be able to translate a stakeholder's pain into a workable item for the squad AND BEYOND: - As support ticket volume decreases, shift focus toward improvement request (flows, layouts, config changes) - Take on more complex enablement and data quality projects - Trusted bridge on complex initiatives between business stakeholders and engineering - Reduce PM dependency on low-complexity scoping work - Potential evolution paths: Product Ops, Salesforce Engineering, or deepening expertise in the current role YOU'RE THE RIGHT CANDIDATE IF YOU HAVE: Required: - 2-5 years of experience as a Salesforce Administrator, Functional consultant or similar operational role - Strong hands-on Salesforce skills: user management, permissions, profiles, reports, dashboards, basic flows - Proven track record of improving processes, not just executing them - Excellent communication skills, you'll work with a lot of stakeholders across all departments - Problem-solving mindset: you see patterns, not just individual tickets - Autonomy and ownership: you can prioritize your own work and push back when needed - Fluency in French and good level of English Nice to have: - Background in training delivery or documentation - Data quality or governance experience - Familiarity with Jira, Slack workflows, or similar tools THE TEAM YOU'LL JOIN: CRM Squad: - Engineering Manager (your manager) - Product Manager - Salesforce Engineers (4-5 ICs) You'll collaborate daily with the squad and regularly with stakeholders in Sales, Customer Success, Marketing, Finance, Data, Tech... WHAT DOES THE RECRUITMENT PROCESS LOOK LIKE? 1. Initial chat with a Talent Acquisition Specialist 2. Discussion with the Engineering Manager and a Squad member 3. Case study: you'll work through realistic scenarios including ticket triage, prioritization, AND process improvement thinking then 4. Pennylane fit conversation with tech leadership & internal stakeholders We know that some people are less likely to apply than others if they don't feel like they meet the full list of criteria. If you're hesitating, we encourage you to apply and who knows, it might be the start of a meaningful and long-lasting collaboration. We fully embrace diversity, equity and inclusion and are committed to providing equal employment opportunity regardless of gender, sexual orientation, origin, disabilities, or any other traits that make you who you are. 🇫🇷 Données personnelles Pennylane traite vos données pour gérer votre candidature et évaluer votre adéquation au poste. Si votre candidature n’aboutit pas, vos données peuvent être conservées 2 ans à compter de notre dernier échange ou de la clôture du recrutement afin de constituer & gérer un vivier de candidats. Vous pouvez vous opposer à tout moment et demander la suppression de vos données en écrivant à : dpo@pennylane.com. dpo@pennylane.com Notre data policy https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement 🇬🇧 Personal Data Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com. Learn more https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement 🇩🇪 Personenbezogene Daten Pennylane verarbeitet Ihre Daten, um Ihre Bewerbung zu bearbeiten und Ihre Eignung für die Stelle zu beurteilen. Sollte Ihre Bewerbung nicht erfolgreich sein, können Ihre Daten bis zu 2 Jahre ab unserem letzten Austausch oder dem Abschluss des Rekrutierungsverfahrens gespeichert werden, um einen Kandidatenpool aufzubauen und zu verwalten. Sie können jederzeit Widerspruch einlegen und die Löschung Ihrer Daten beantragen, indem Sie an dpo@pennylane.com schreiben. Mehr erfahren https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement