We are looking for a Subject Matter Expert (SME) / Consultant to support our customers in designing, implementing, and optimizing lead, case, and workload allocation strategies using our Salesforce-native solution, https://ortooapps.com/

This role sits at the intersection of business process design, sales & service operations, and Salesforce technology. You will work closely with customers to ensure they achieve measurable business outcomes—improved response times, higher conversion rates, better rep productivity, and operational scalability.

You will act as a trusted advisor, translating business requirements into scalable orchestration models across Sales, Service, and Operations teams.

Key Responsibilities

Customer Advisory & Success

• Act as a trusted subject matter expert for customers on lead routing, case assignment, workload orchestration, and SLA-driven processes

• Advise customers on best-practice operating models for Sales, SDR/BDR, Customer Service, and Support teams

• Help customers align business objectives (speed-to-lead, fairness, capacity, skills-based routing, compliance) with system design

• Drive customer adoption and long-term success through structured engagements and recommendations

Solution Design & Implementation

• Design and configure lead, case, and work allocation logic in Salesforce using our solutions

• Translate business rules into routing logic, assignment models, prioritization, and automation flows

• Support customers during implementation, rollout, and optimization phases

• Partner with Customer Success and Professional Services teams on complex use cases

Business & Process Expertise

• Analyze existing customer processes and identify improvement opportunities

• Bring a strong understanding of Sales Ops, RevOps, Service Ops, and operational KPIs

• Help customers evolve from manual or static assignment models to dynamic, data-driven orchestration

• Provide guidance on governance, scalability, and change management

Enablement & Thought Leadership

• Contribute to best-practice frameworks, templates, and playbooks

• Support internal teams (Sales, Pre-Sales, CS) with product expertise and customer insights

• Participate in customer workshops, QBRs, and enablement sessions

Required Skills & Experience

Business & Domain Expertise

• Strong understanding of lead management, case management, workload allocation, and orchestration

• Experience working with Sales, SDR/BDR, Customer Service, or Support organizations

• Ability to connect operational challenges to measurable business outcomes

• Consulting mindset with strong analytical and problem-solving skills

Salesforce Experience

• Solid hands-on experience with Salesforce (Sales Cloud and/or Service Cloud)

• Understanding of Salesforce data model, automation concepts, and reporting

• Experience working in Salesforce-centric environments (consulting, ISV, customer-side)

Customer-Facing Skills

• Comfortable working directly with enterprise and mid-market customers

• Strong communication skills—able to explain complex concepts to business and technical stakeholders

• Ability to lead workshops, discovery sessions, and solution design discussions

Nice to Have

• Background in Salesforce consulting, solution architecture, or RevOps

• Experience with lead routing, case routing, SLA management, or workforce optimization tools

• Salesforce certifications (Admin, Sales Cloud, Service Cloud)

• Experience in B2B SaaS or enterprise software environments

What Success Looks Like

• Customers successfully adopt and expand their use of our orchestration solutions

• Clear business impact: faster response times, higher conversion rates, improved productivity

• Customers view you as a trusted advisor, not just a product expert

• Internal teams rely on you for domain expertise and best practices