Position Summary:
The CRM Specialist plays a pivotal role in the administration, configuration, and maintenance of our Salesforce platform. This individual will collaborate with various stakeholders to identify business requirements, bottlenecks and implement solutions (in collaboration with the development team) within Salesforce to support organizational objectives. The CRM Expert will also ensure data integrity, user adoption, and system scalability while providing ongoing support and training to users.Redaptive is looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, to quickly identify areas of improvement. They should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. The CRM Expert should be comfortable liaising with users and should take care of all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority.
Responsibilities and Duties:
Administer and configure Salesforce to support business processes and requirements.
Collaborate with stakeholders to gather and analyze business needs, translating them into Salesforce solutions.
Develop and maintain reports, dashboards, and analytics to provide insights into sales performance and operational metrics.
Provide user support, troubleshooting issues, and delivering training sessions to ensure effective utilization of Salesforce.
Stay current with Salesforce releases, features, and best practices, implementing relevant updates and enhancements.
Participate in system testing, deployment, and ongoing optimization efforts to maximize the platform's efficiency and effectiveness.
All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
Salesforce configuration changes, including (but not limited to): Flow, , record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports
Must have Service Cloud experience.
Sandbox environment management.
Create a platform roadmap and define priorities, liaising with stakeholders.
Own the communication of any platform changes to end users and stakeholders.
Data management to improve Salesforce data quality, implementing rules and automation as needed
Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer
User support tickets
Monitor and improve user adoption.
New user and ongoing user training
Willing to offer a helping hand for process and data related activities
Working with integrated applications including but not limited to DocuSign, Gainsight, Hubspot
Writing easy-to-use user interface, develop product manuals, how-to guides, and other content that distils technical information with ease and clarity
Main point of contact for Salesforce, HubSpot, Clari, and Sitetracker - managing system enhancements, maintaining the current environment, as well as supporting integrations with other systems (NetSuite & Grand Central).
Identify unused or underutilized platform features.
Required Abilities and Skills:
Strong communication skills written & verbal.
Proven experience as a Salesforce Administrator, with a deep understanding of Salesforce configuration, customization, and administration.
Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
Ability to work independently and prioritize tasks in a dynamic environment.
Self-starter who can work independently and within a team.
Self-motivated and independent
Strong interpersonal and communication skills
Excellent attention to details
Working knowledge on PRM (preferred)
Working knowledge on CPQ & Service Cloud (preferred)
Education and Experience:
Bachelor’s degree in information technology, Computer Science, Business Administration, or related field (preferred).
Salesforce Administrator certification (ADM 201) or equivalent experience.
4-5 years of experience in Salesforce Administration
3-4 years of experience handing users & troubleshooting issues
2-3 years of experience in Service Cloud Configuration
1-2 years of experience in system/tools onboarding
Working experience in onboarding PRM
Familiarity with Salesforce Lightning Experience and Salesforce CPQ (Configure, Price, Quote) is a plus.
Working knowledge on Flows is a must.
Basic / Intermediate Excel
Knowledge on project management tools like - Jira, Asana, and Lucid charts
Travel:
This role does not involve any international travel.
Redaptive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
