CRM Administrator

Summary:

The CRM administrator will assume business responsibility for our SalesForce.com CRM solution spanning multiple applications including Sales, Credit, Customer Service, Marketing, Technical, and Logistics applications. We expect the role to keep a healthy balance between rolling-out Salesforce functionality, capturing new business requirements, providing support to users, and ensuring successful adoption. The role is strategic and yet, very tactical which makes it unique. The position will be both project-based (with focus on design/implementation/training) and routine (in terms analytical and operational emphasis with a focus on adoption, utilization, and support). The CRM administrator must thrive in collaborating with cross functional teams of business leaders and super users, but also work routinely and closely with members of our field-level sales and corporate office.

Duties and Responsibilities:

Support the growth and evolution of Salesforce within our organization

  • Assist with the planning of our CRM Strategy. Manage and deliver the strategy.
  • Support the roll-out of new Salesforce.com applications and functionality in close collaboration with stakeholders, Sales Operations Director, IT personnel, and external implementation partners.
  • Translate new business requirements into system specifications, establish design, work with end users and/or IT in testing of new functionality.
  • Identify areas for improvement and make recommendations.
  • Challenge implementation partners as well as the business to arrive at the best solution.

Support super & end-users

  • Provide structured and responsive user support across all Salesforce.com applications.
  • Train Super-users and support end user training.
  • Create and maintain training material for new/existing functionality.

Track/drive end-user adoption

  • Continuously track user adoption metrics, and support business leaders with insight.
  • Prepare and facilitate workshops with Salesforce users within the organization.
  • Ensure all teams are using CRM properly.
  • Develop KPIs and dashboards for sales management
  • Work with Marketing to analyze and report on campaigns effectiveness in terms of traffic, acquisition, conversion, retention, and revenue.

Essential Knowledge and Skills:

  • Strong understanding of the Salesforce platform, with the ability to customize standard and custom objects, formula fields, process automation, reports/dashboards, use data tools (Excel + Data Loader or similar), and manage Salesforce roles, profiles, sharing rules, workflows, and groups.
  • Experience creating, maintaining, and distributing performance dashboards for KPIs, measurable through Salesforce, including lead management, user task and event management, contact management, cases management.
  • Ability to administer and build out solutions in Sales Cloud (including Maps), Service Cloud and Pardot to support evolving business processes.
  • Experience documenting processes, including error reports and changes to the platform.
  • Ability to provide Salesforce training and end-user support. Must enjoy explaining processes and communicating effectively with people on the phone, via e-mail, and in conferences.
  • Works well when busy and is eager to get things started and enjoy achieving measurable results in cooperation with stakeholders.
  • Advanced user of MS Office (especially Excel and PowerPoint).
  • Experience in CRM-related admin tasks (data management, training, and support).
  • Experience with change management and IT processes.
  • Excellent planning, analytical and project management skills.
  • Detail-oriented; strong problem-solving skills and general creativity.
  • Great communications skills, written and verbal.
  • Foresight to anticipate issues, set priorities and proactively develop strong relationships both internally and externally.
  • Responds quickly and effectively to changing trends; embraces change and welcomes fresh perspectives.
  • Can include travel up to 15 days per year.

Education and Experience:

  • Bachelor’s degree in business or similar
  • Extensive experience working with CRM (min. 5 years of Salesforce.com)
  • Salesforce Admin Certification (a plus, not required) Apex and JavaScript coding experience (Salesforce Developer Certification a plus, not required)
  • Experience working for companies in the manufacturing sector is a plus.

#CB

Company
Yokohama Tire
Posted
10/06/2021
Type
Full time
Salary Range
$60,000.00 - 112,000.00
per Year
Salary range estimated by
Location
Santa Ana, CA 92707, US
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