Salesforce CRM Administrator - Temporary to Permanent
University of Massachusetts Medical School
: Customer Service/Call Center
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Under the direction of the Associate Director, Strategic Growth & Business Development, the Salesforce CRM Administrator manages the ongoing use, development and implementation of Salesforce.com and related tools/plug-in's. Including, but not limited to: daily data review and validation, end-user support, maintenance, development and implementation of reporting and dashboards, workflow modification, field value edits, identification/evaluation of related plug-in's to meet additional organization needs, and other related configuration/support issues. Serving as the organizations expert on system capabilities and capacity, the administrator works closely with functional leaders, organizational units, and subject matter experts to identify, deploy, and maintain best practices. This role is part administrator, data quality regulator, and project manager.
This is a temporary, non-benefited position with the potential of regular employment.
* Serve as primary system administrator for the Salesforce.com environment with 100+ users * Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks * Complete regular internal system audits and prepare for upgrades * Manage Salesforce.com data feeds and other integrations * Coordinate the evaluation, scope and completion of new development requests * Act as liaison with Marketing/Communications for Pardot campaigns and troubleshooting * Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities * Identify and evaluate available plug-in's to support expanding organization requirements. * Assist in training of new users, and grow the Salesforce.com skill set across the organization * Effectively act as the liaison between our users, vendors and the application development teams * Work independently with members of the user community to define and document development requirements * Serve as a subject matter expert related to the use, adoption, and extention of Salesforce related functionality, including related to operational business solutions.
* Bachelor's degree in Business, Communications, Information Technology or equivalent and a minimum of 3-5 years of experience working as a Salesforce or related customer relationship management (CRM) system. * Proven ability to work with groups and create customized metrics, reports, dashboards, and other quality measurement means * Proven ability to design and implement best practices and/or new processes and work with leaders and groups to facilitate user adoption * Strong understanding of the platform, with the ability to apply apps and build workflows, custom views, and other content of intermediate complexity * Strong understanding of Salesforce.com best practices and functionality * Strong data management abilities * Solid working understanding of Pardot and connectivity with Salesforce.com functions * A documented history of successfully driving projects to completion * A demonstrated ability to understand and articulate complex requirements * Ability to work independently as well as in a team environment, and offer and receive constructive feedback and direction to support team goals * Attention to detail * Ability to work under deadline pressure, identify need for additional resources * Ability to manage others to deliver successful outcomes as demonstrated by managing projects or people
Special Skills and Competencies:
* Salesforce.com Admin ADM201 certified (ADM211 preferred) * Sales Cloud, Service Cloud and Developer certifications desired (but not 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