The Salesforce Administrator is a key role for IT and our Heartland Alliance Salesforce community. This team member is responsible for the Salesforce operations and all facets of administering the Salesforce.com platform including related applications across the CMS (Case Management System) environment such as Altify, Pardot, and NPSP (Nonprofit Success Pack) and RFX tools. This role is the subject matter expert for Salesforce.com and related CMS / CRM applications, providing support and expertise throughout the entire CMS / CRM Life Cycle. The Salesforce Administrator will report to the Global Chief information Officer and must have the ability to communicate and present effectively amongst all managerial levels.
Support business process development, tracking, reporting and training
Needs analysis, user management, configuration, customization, report and dashboard development once the team member receive approved business requirements, data management, campaign management, and training and support for the Salesforce application
Provide support for integration of Salesforce with the guidance and management of the Information Technology department
Strong working knowledge using NSPS (Nonprofit Success Pack)
Participate in end user needs and process analysis to provide "best practice" recommendations for correct implementation, tools, and customizations
Create and manage users, profiles, roles, custom objects, fields, layouts, record types, workflows, flows, validations, and the process builder
Manage dashboard development and reporting
Design regular reporting templates for leads, opportunities and participants; ad hoc reporting managed by the end users and other department leads
Integrate data from multiple sources and systems to generate routine or ad hoc reports, ensuring data integrity by monitoring data for accuracy and completeness
Act as a Tier 2 point of contact and support for Salesforce users and Tier 1 power users
Participate in development and updates of training materials and communications to the user group
Work with Salesforce external developers / integrators on system extensions, customizations and integrations
Participate in process improvement activities and provide system performance and usage metrics to track trends
Participate in regularly scheduled update meetings with companies, IT and management to revisit application success factors and ensure incorporation of additional user requirements
Participate with cross functional teams and the IT Data Governance board to address strategic application improvements / issues involving CMS / CRM operations
Support Automation platform and its integration to Salesforce
Make process recommendations, based on trends/patterns/sequences discovered in data analysis
Participate in Salesforce customization projects through their successful completion
2+ years related experience with Salesforce, or a combination of Salesforce and other CMS / CRM platforms with experience in configuration, customization and reporting
Bachelor's Degree in Data Analytics, Marketing, Information Systems, or related discipline
Knowledge of case management system (CMS) customer relationship management (CRM) data structure and functionality
Knowledge of CMS, CRM and marketing automation solutions data structure and functionality
Strong analytical, problem analysis and problem-solving skills
Previous case management experience a plus
Above average proficiency in MS Excel
Average proficiency in MS Word, PowerPoint and Outlook
Salesforce Certification a plus
Strong working knowledge using NSPS (Nonprofit Success Pack), certification a plus
Strong communications skills including the ability to facilitate meetings, prepare concise documentation, write business cases, prepare presentations
Ability to develop strong relationships with people at all career levels and in various functional areas
Ability to work independently and be the face of Salesforce for the companies
Ability to work in a team environment across multiple Heartland Alliance companies
Minimal travel 10% (as needed)
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk and hear.
The employee must meet close/distance vision requirements.
May be required to visit clients in their homes or in institutions.
The employee is frequently required to reach with hands and arms.
The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds.