Senior Specialist, Salesforce Support

Overview

The Senior Senior Specialist, Salesforce Support is responsible for providing consistent and effective technical and operational support to Salesforce (SFDC) users across the Revenue Division and newly acquired functions. This role drives CRM process consistency, ensures data integrity, and enhances the user experience through hands-on troubleshooting, training, and strategic coaching.

Key Responsibilities

CRM Management & User Support (35%)

• Access Control: Partner with the Salesforce team to manage user permissions, including licenses, profiles, roles, and permission sets.
• Issue Resolution: Lead the resolution of end-user technical issues, maintaining detailed status tracking throughout the support lifecycle.
• Testing & Deployment: Conduct end-user testing for development projects and lead the rollout of new features for the Revenue Division.
• Reporting & Analytics: Proactively assess reporting needs and build customized dashboards and reports to monitor performance improvements.
• Workflow Optimization: Identify inefficient manual processes and collaborate with the technical team to implement automated workflows.
• Tool Integration: Manage add-on tools integrated with Salesforce and act as a liaison between end-users, IT teams, and third-party service providers.

Training & Onboarding (35%)

• Onboarding: Provide comprehensive Salesforce onboarding and training to all users in the Revenue Division and acquisitions.
• Content Development: Create training materials using various media (video, audio, written) and coordinate reinforcement sessions with Sales Enablement.
• Continuous Learning: Monitor Salesforce feature releases and communicate relevant updates to drive continuous system improvement.

Business Acumen & Strategic Alignment (30%)

• Process Representation: Maintain detailed knowledge of revenue processes to ensure they are accurately represented within Salesforce.
• Cross-Functional Viability: Apply understanding of how different roles use CRM to provide viable, cross-departmental solutions.
• Collaboration: Partner with other departments to advance Salesforce utilization in alignment with organizational goals and lead assigned cross-functional projects.

Requirements

• Education & Certification
• Degree: Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field.
• Certification: Certified Salesforce Administrator (ADM 201) is required.

Experience

• Salesforce Mastery: 3+ years of direct Salesforce experience, including platform navigation and advanced report/dashboard building
• Revenue Operations: 5+ years supporting client-facing functions in a fast-moving, sales-driven environment.
• Technical Tools: 5+ years of experience with MS Office, with a preference for advanced Excel skills.

Core Competencies

• Operational Excellence: Strong organizational skills with the ability to multitask XXXX XXXX independently.
• Analytical Thinking: Creative and curious approach to evaluating technology and process enhancements.
• Communication: Excellent oral, written, and presentation skills with strong relationship management abilities.
• Customer Centricity: High focus on exceeding user expectations and driving a positive CRM experience.