Salesforce Operations Specialist - French Speaking - full remote possible

About the role

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 . 🌍 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 🚀 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 qua