About This Role
This Salesforce Administrator role involves owning two critical functions: CRM support operations and sales analytics. The person will provide support to the sales team for Salesforce issues and build reports and dashboards to drive pipeline decisions. The role is split approximately 50/50 between support and analytics, requiring comfort in both areas.
Responsibilities
- Manage the Salesforce support ticket queue, triaging, prioritizing, and resolving break-fix issues (broken workflows, validation rule conflicts, field mapping errors, duplicate records, failed automation) within SLA
- Perform routine Salesforce administration: user provisioning, permission sets, page layouts, picklists, field updates, and record type configuration
- Deliver exceptional customer service on every ticket, communicating with clarity, empathy, and urgency; setting expectations and following up proactively
- Develop and maintain role-specific training documentation, including written guides, quick-reference cards, and job aids tailored to non-technical sales users
- Conduct onboarding and refresher training sessions to build user confidence and reduce repeat ticket volume; track adoption metrics and target users with recurring issues
- Build and maintain a self-service knowledge base for users to resolve common issues independently; escalate complex technical issues to the Senior Admin or Developer with clear context
- Build, maintain, and organize Salesforce reports and dashboards tracking pipeline health, deal velocity, stage conversion, quota attainment, and rep productivity
- Conduct and maintain a full Report & Dashboard Inventory, documenting purpose, owner, audience, data source, and logic for every key report; establish naming conventions and folder structure
- Identify and retire duplicate, outdated, or unused reports to maintain a clean, trusted library
- Systematically map points of failure: where data breaks down, where reports produce inconsistent results, where manual overrides are occurring, and where user trust in the numbers has eroded
- Document data quality gaps by field and object; recommend and implement remediation (validation rules, required fields, picklist standardization, targeted training)
- Identify automation opportunities, flagging repetitive manual reporting and data management steps as candidates for Salesforce Flow or workflow automation; deliver a prioritized recommendation list to Sales Ops leadership
- Respond to ad hoc analysis requests from sales leadership; prepare clean, presentation-ready data packages for weekly pipeline reviews, QBRs, and executive briefings
Requirements
- 2 years in a Salesforce-focused role: Sales Ops, CRM Ops, CRM Analyst, or Admin
- Demonstrated experience triaging and resolving a real Salesforce support ticket queue
