Salesforce Functional Consultant

We are looking for a Senior Salesforce Functional Consultant to join a major CRM transformation and Customer Care environment in Brussels.

In this role, you will act as the functional expert for Salesforce Service Cloud and Sales Cloud, supporting both day-to-day operations and continuous platform improvements. You will work closely with business stakeholders, Customer Care teams, developers, architects, and testers to ensure the stability and evolution of the CRM landscape.

Your responsibilities

• Analyze and document business requirements.
• Facilitate workshops and gather functional needs.
• Configure and optimize Salesforce Service Cloud solutions.
• Translate requirements into user stories and functional specifications.
• Support backlog management and prioritization.
• Coordinate SIT and UAT testing activities.
• Manage functional support and incidents.
• Contribute to release preparation and deployment activities.
• Drive process improvements within Customer Care and CRM domains.
• Collaborate with business and technical teams to deliver sustainable solutions.

Required skills

• Strong experience with Salesforce Service Cloud.
• Experience with Sales Cloud.
• Proven background as a Salesforce Functional Consultant, CRM Consultant, CRM Analyst, or Functional Analyst.
• Experience with requirements gathering, process analysis, testing, and stakeholder management.
• Knowledge of customer service and Customer Care processes.
• Understanding of data flows, integrations, and CRM architecture.
• Experience working in Agile environments.

Nice to have

• Salesforce Administrator certification.
• Salesforce App Builder certification.
• Salesforce Service Cloud certification.
• Salesforce Sales Cloud certification.
• Agentforce Specialist certification.

Language requirements

• Native or fluent Dutch or French.
• English is a plus.

Location

Brussels (Hybrid working model)