Senior Salesforce Functional

at Hancock Claims Consultants
Published November 27, 2023
Location Alpharetta, GA
Category Default  
Job Type Full-time  


With a 20-year history supporting property insurers, Hancock Claims Consultants provides a nationwide network of inspectors, contractors, and engineers who help adjusters quickly process claims. All 50 of the top 50 property insurance companies in the United States view us as a valued partner in restoring policyholders after a painful loss. We are in a high-growth mode and looking for talented, new employees to join our highly experienced, professional, and successful team. You can make a major difference in the lives of people experiencing great loss while taking your career to the next level at Hancock Claims Consultants.

Position Purpose

We are seeking a Salesforce Cloud Professionals to work with the business process and development teams to design, implement and deploy Salesforce Cloud applications to a wide variety of clients at the enterprise level. You'll define business requirements and develop functional designs to create and effectively demonstrate solutions that address Hancock’s requirements. You'll facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort. You'll need to have an understanding of Contact Centers and/or Field Service and the key operational metrics and performance indicators used to manage a Customer Service environment. You'll use your knowledge of other key technology enablers used within a Customer Service environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management, to define complete solutions for Hancock.

Essential Duties and Responsibilities

  • Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical work streams.
  • Hands-on Configuration of Salesforce Service Cloud, FSM, Experience Cloud, Sales Cloud platforms.
  • Driving collaborative Customer Service business process, business requirements and functional design discussions with Hancock Business Teams, focusing on business value to make real-time design decisions
  • Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end users
  • Manage functional project team members.
  • Running workshops, working closely with the Business teams, able to talk about tradeoffs e.g. terms of config vs code.
  • Mapping functional requirements to Salesforce Service Cloud features and functionality.
  • Disseminating leading practices on customer service processes and solutions
  • Mentor other team members in customer service processes and Service Cloud technology.


  • Bachelors in Computer Science, Engineering or related field with 7 years of CRM experience or Masters plus 5 years of CRM Experience.
  • Minimum of 3 years of Contact Center, Customer Service and/or Field Service experience
  • Minimum of 3 years of experience in with a focus on Service Cloud and/or Field Service Lightning
  • Minimum of 2 years of requirements gathering and design experience, including process mapping and gap analysis.
  • Minimum of 2 years functional understanding of leading CRM and Customer Service technologies including, SAP, Oracle, Siebel etc.
  • Salesforce Certifications, including Service Cloud
  • Well-rounded in both functional and technical aspects of a CRM engagement.
  • Excellent communication and presentation skills.
  • Combination of business analysis and technology implementation experience.
  • Ability to adapt to a dynamic work environment and be creative within a team.


  • Proven ability to build, work in and foster a team-oriented environment.
  • Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment.
  • Excellent communication (written and oral) and interpersonal skills.
  • Excellent leadership and management skills.
  • Familiarity with Agile Scrum Projects and Atlassian Suite of Tools- JIRA, Confluence


  • Mondays thru Fridays, 9:00am to 6:00pm (approximate)
  • Schedule may change according to business operational needs to include weekend hours
  • Remote but must be able to work standard EST/EDT hours between 8 am- 5 pm every weekday.

Environmental Factors

  • Work is performed indoors in a typical office environment, or, work is normally performed indoors in a typical office environment but may occasionally be required to perform work outdoors
  • Possibility of travel to locations outside of the office environment

Physical/Mental Skills and Abilities

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift 10 - 50 pounds at times.
  • Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment
  • Visual acuity to use a keyboard, operate equipment, and read technical information


  • Medical, Dental Vision Insurance - CIGNA
  • Company covers 100% of Employee Only premium for Dental and Vision
  • 401 (k) Plan (Company match up to 4%)
  • Company paid Life Insurance
  • Company paid Long Term Disability Insurance
  • Bonus (eligible after 90 days of employment)
  • Paid Time Off
  • Corporate Office gym facility & Personal Trainer...and more for qualified employees

Company Conformance Statement

In the performance of their respective tasks and duties all employees are expected to conform to the following:

  • Perform quality work within deadlines with or without direct supervision.
  • Interact professionally with other employees, customers, independent roof inspection subcontractors and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations


Hancock Claims Consultants is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.