Salesforce Administrator, Service Cloud at Inmar in Winston Salem, North Carolina

Job Description:

Position Summary

Under the supervision of the CRM Administrator, Financial Systems, the Service Cloud Administrator, CRM Financial Systems role would be dedicated to supporting the Service/Ops functionality in Salesforce.com. This role is all in an effort to support the on-going development of the Salesforce.com lightning Financial Services Cloud (FSC) The Administrator is responsible for systems administration and application support; standard and ad hoc reporting, analysis and insights; associate and Client training, support tickets and special projects as assigned. Experience in Salesforce Communities and Dashboards is a plus. A willingness to learn and the ability and confidence to execute tasks are of the utmost importance.

Major Responsibilities/Essential Functions:

CRM (Salesforce.com) Administration, Support and Training - Proactively administer and manage a system of data we can trust with ownership in data structure and user experience, onboarding, training initiatives, and ongoing support.

• Self-educates to continue the development of skills and Salesforce releases.


• Conducts multiple phases, customized training for new hires and ongoing, role-based associate training workshops


• Functions as Tier 2 and Tier 3 CRM Support contact


• Owns the accuracy and management of the Salesforce user document library and all related SOPs


• Help to Document business requirements in forms of user stories and be able to distinguish between needs and wants. Identify gaps between business needs and standard application functionality


• Service Data Management and Reporting - Uses CRM and other resources to provide meaningful ad hoc reporting and analysis to Ops, Executive leaders and others as needed


• Using multiple data sources, this associate will use their advanced Excel skillset to regularly develop complex reporting, trending and analysis


• Ability to use data loader to help Ops with mass updates as needed in Salesforce


• Designs implements and maintains dashboards for leadership, calling out actionable insights for improvement


• Leads efforts to maintain system-wide data cleanliness for accurate reporting


• Leverages advanced Excel skillset to develop Excel-based sales tools

Special Project Management & Support - Helps with cross-team process improvement or reporting projects as needed by leveraging Excel and Salesforce expertise.

• Building and Updating Salesforce Community portals

Education/Qualifications/Experience

• Advanced knowledge of Salesforce as an Admin


• Advanced knowledge of Microsoft Office suite (Word, PowerPoint, with emphasis on Excel)


• GSuite experience (preferred)

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Frequently required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.




• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.




• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.




• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.




• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

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