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Solution Owner

Solution Owner

HiabGdansk, PL
24 days ago
Job description

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.

Purpose of the position

  • The Solution Owner of Case Management (Salesforce) plays a pivotal role in enabling a unified, scalable, and efficient case management approach across Hiab organization (including multiple Customer and Partners Support levels) through Salesforce Service Cloud. Starting with supporting the deployment of the existing solution to Hiab CSCs (Customer Support Centers in countries), ie. gathering configuration data, training, follow-up meetings.
  • The Solution Owner will shape the future-state vision for case handling, ensuring it supports seamless case processing across all customer support levels within a single environment. The role is accountable for the deployment to the country's support centers and coordination of the activities between IM and internal stakeholders. During the next stage of the project, is accountable for aligning business needs with technical development by prioritizing, coordinating, and validating development stories and ensuring successful deployments.
  • End state of the role is to provide full ownership of the global case management solution. This position requires a structured, hands-on, and collaborative approach to ensure that internal stakeholder’s needs are addressed into technical requirements and fit the overall Salesforce Case Management architecture. Responsibilities include leading cross-functional alignment on global concepts, overseeing deployment roadmaps, supporting adoption in local organizations, and ensuring continuous improvement and scalability of the solution.

Main tasks and responsibilities

  • Support initial deployment of the existing Salesforce Case Management solution to Customer Support Centers (CSCs) and Hiab Business Partners, ensuring alignment with rollout plans and adoption targets.
  • Collaborate closely with CSCs, Central functions, Global Process Owners, IM and project team to understand requirements and ensure fit-gap analysis for global alignment.
  • Gradually assume full ownership of the Case Management solution, defining and driving the future-state vision and roadmap.
  • Coordinate development backlog (user stories, features, and enhancements) in collaboration with IM, business stakeholders, and Salesforce platform teams.
  • Participate stakeholder discussions to define a common approach for case management across all support levels (e.g. CSCs, Central functions, Product Support Centers).
  • Ensure global scalability, and process harmonization by promoting best practices and minimizing local deviations.
  • Validate proposed solutions to ensure business value, user experience quality, and technical feasibility before deployment.
  • Support testing, training, documentation maintenance and change management activities to ensure smooth deployment to end users.
  • Monitor solution performance post-deployment and lead continuous improvement initiatives based on user feedback and evolving business needs.
  • Serve as the main point of contact for Case Management topics.
  • Facilitate knowledge sharing and adoption of the solution across countries, contributing to a unified global support model.
  • Ensure Case Management solution design and development remain aligned with related ongoing initiatives (e.g., Customer Portal) and broader global service processes.
  • After the deployment phases, lead continuous development activities

    • What you’ll need to succeed

    Education :

  • Relevant and completed education : bachelor / master's degree in Technology, Computer Science, Management, Economics, or the equivalent through a combination of education and work experience.

    • Experience :

  • min. 3 years of experience with the Salesforce Service Cloud
  • Experience in developing and implementing business processes
  • Experience in Agile software development cycle & practices
  • Previous experience as a member of change management project
  • Previous experience in Customer Service area would be beneficial

    • Competencies :

  • Fluency in both written and spoken English - obligatory
  • Salesforce Service Cloud architecture understanding - obligatory
  • Ability to transform business needs into Salesforce architecture design
  • Strong learning and analytical capabilities
  • Hands on approach
  • Exceptional interpersonal and communication skills
  • Project management basics
  • Proactive and focused on the results
  • Strong attention to details
  • Excellent cooperation skills, ability to work with different cultures, independently and in teams
  • A strong interest in developing existing and new processes, tools and ways of working
  • Willingness to travel if required

    • What We Offer

  • Working with specialists in an international environment;
  • Comfortable workplace and friendly atmosphere;
  • Medicover Healthcare package;
  • Multisport for you and your family;
  • UNIQA Insurance for life;
  • Hybrid working system;
  • Co-financing parking
  • Office 5 minutes from SKM train station.
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    Solution • Gdansk, PL