The Salesforce Administrator will lead the ongoing innovation of our salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using the Salesforce platform. The administrator will work closely with business leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including: Technical Support Case and Queue management, Renewals Opportunity Management. This role is part technical project manager, part administrator and part Salesforce analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform.
RESPONSIBILITIES:
Salesforce Innovation
- Serve as business system administrator for the Salesforce.com environment with 250+ users in a mature and complex Salesforce environment
- Provide best practice guidance and design leadership regarding how best to implement business asks within the feature set of Salesforce for both the Technical Support organization and the Contract Renewals sales teams
- Improve case deflection and renewal rates by continually innovating and adapting Salesforce to meet evolving business requirements
- Expert in translating business processes into Salesforce via Process Builder, Flow Builder, workflow, Tableau CRM, Einstein, Slack webhooks and custom development.
- Automate declarative actions whenever possible
Systems Enhancements and Deployment
- Development and testing updates to customized code
- Advanced knowledge in triaging Salesforce issues in both Lightning and Classic
- Manage change control process and Salesforce steering committee, working within defined governance processes within the IT deployment processes
- Main point of contact for all application integrations with salesforce
- Coordinate the evaluation, scope and completion of new development requests
- Liaise between users, development teams and IT
- Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
- Admin to third party apps, POC any new third party apps requested
User Assistance, Training, Adoption and Satisfaction
- Provide line of sight to upcoming changes in the CRM, version and feature updates
- Work independently with members of the user community to define and document development requirements
- Encourage adoption of new functionality by deploying training, documentation and knowledge. Communicate regularly with the user base regarding new features, enhancements and changes.
- Document processes, field maps, procedures, and workflows.
SKILLS REQUIRED:
- Excellent project management skills and a positive attitude
- Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
- Creative and analytical thinker with strong problem-solving skills
- Must demonstrate exceptional verbal and written communication skills
- Must demonstrate ability to communicate effectively at all levels of the organization
- Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
- Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes
EXPERIENCE REQUIRED:
- 5+ years of experience as a Salesforce.com administrator
- Saleforce.com Certifications Required
- Administrator
- Platform App Builder
- Platform Developer 1
- Sales Cloud, Service Cloud and Developer certifications preferred
- Proven ability to design and implement new processes and facilitate user adoption.
- Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
- Strong understanding of Salesforce.com best practices and functionality
- Strong data management abilities
- A documented history of successfully driving projects to completion
- A demonstrated ability to understand and articulate complex requirements