Salesforce Administrator - Customer Experience/Service Cloud - Remote

Overview

We are seeking a highly skilled Salesforce Administrator with deep expertise in Service Cloud to support our Customer Experience teams. This role is pivotal in optimizing our Service Cloud implementation, enhancing customer-facing operations, and ensuring seamless integration across multiple platforms that support our enterprise architecture.

In Short

• Oversee configuration, customization, and maintenance of Salesforce Service Cloud.
• Administer and enhance case management processes.
• Build and maintain automation to streamline support operations.
• Integrate Salesforce with systems such as Gainsight and Front.
• Collaborate on cross-functional initiatives for customer success.
• Work closely with Customer Experience Operations teams.
• Manage user setup, roles, and permissions.
• Communicate system changes and enhancements to end users.
• Proactively manage release updates and system health checks.
• Provide end-user support and manage escalations.

Requirements

• 3+ years in Support Operations or Salesforce administration role.
• Proven experience as an SFDC Administrator focused on Service Cloud.
• Basic understanding of Sales Cloud functionalities.
• Experience with Customer Success software (e.g., Gainsight).
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Detail-oriented and organized.
• Ability to drive projects to completion.
• Adaptability to evolving technology and business needs.

Benefits

• Multiple health/dental coverage options.
• Vision insurance.
• Incentive stock options.
• 401(k) match of 4%.
• PTO - 4 weeks.
• 12 company holidays + 2 floating holidays.
• Parental leave for birthing and non-birthing parents.
• FSA & HSA options.
• Short and long term disability.
• Community service funds and professional development funds.
• Wellbeing fund and business expense stipend.
• Mac laptop + new hire equipment stipend.
• Fully stocked kitchen.
• Remote working friendly since 2012.