Salesforce Support Administrator at Horizontal Talent in San Francisco, California

Job Description:

Description:

• Our client in the banking industry is seeking a Salesforce Support Administrator.




• This role will support the business users of Salesforce for the Wealth Management business line as part of a team under the Business Architect of Advisory Platforms.




• The individual will work directly with Salesforce Users (approx. 2500) as well as key Business Line leadership.

Responsibilities:

• Acts as a Relationship Manager to the Wealth Management business users of the Salesforce tool.




• Provides level 2 end user support and performs daily administration for the Wealth Management Salesforce database.




• Articulate verbal communication skills are required.




• Key point of contact for user support and problem solving. Assists employees and technical staff to investigate, analyze, and resolve application issues related to system functionality.




• This role calls for a deep technical understanding of the Salesforce platform related to User Profile management, List Views, Reports and Dashboards




• Directly responsible for preparations necessary to onboard new users and maintaining User Profiles ensuring adherence to Client’s security access compliance requirements.




• Manages Salesforce user profile set up, client and opportunity team updates. Hosts new user checkpoint support calls addressing questions and issues.




• Oversees Case Management to include entering new, providing daily administration ensuring cases are clearly documented and updated with status changes.




• Works with the business line to prioritize case requests.




• This role will work with cross functional teams and business stakeholders to help define and document business requirements for the CRM application.




• Directly responsible for documenting cases and must have analytical skills to assess the business need.




• Documentation of the case requires the full understand of the business use case, analysis of downstream impacts and end to end processes.




• Acts as a liaison between the Business Line and technology supporting the projects and objectives of the business.




• Responsible for communicating the Case requirements with technology team to ensure full understanding. Runs weekly meetings and tests cases before deployment.




• Informs the business line and training teams about Salesforce upgrades and releases of new functionality.




• Assists training and communication teams by providing key messages related to new and enhanced




• Creates and maintains public List Views, Reports and Dashboards.




• Provides support and assists in the testing process and production validation.)




• Handles mass changes to teams, data uploads using various tools including data loader




• Able to travel with training team to address new user rollouts as needed (0-50%)

Basic Qualifications:

• CRM Experience – SalesForce.com administration experience is required (Sales Cloud and Wealth Management environment is preferred)




• Prior experience in applicable CRM business line support position




• Strong verbal and written communication skills (Verbal communication strength is a must)




• Superior interpersonal relationship building and leadership skills




• Communicate effectively with business partners and stakeholders to assess support needs, assist in the identification of business needs




• Ability to thrive in a fast-paced work environment and manage multiple projects simultaneously




• Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations




• Advanced technical skills including Microsoft Office, SharePoint




• Bachelor’s Degree or equivalent work experience

Preferred Skills/Experience:

• Experience supporting Wealth Management, Trust and Investment or banking business lines




• Salesforce Certified Administrator (ADM201)




• Previous experience onboarding new users onto Salesforce or other CRM suite; ability to apply experience and best practices with SFDC or other CRM suite into optimal business solutions.




• Prior experience with Agile/Scrum methodology




• SOQL skills and experience using Apex data loader