Rackspace Salesforce Administrator (6month Maternity Contract) in Middlesex-Hayes, United Kingdom
Overview & Responsibilities
Performs excellent administration using advanced knowledge of Salesforce.com products, and is able to provide excellent technical support and troubleshoots application related issues. You will be assisting users with Salesforce issues and needs and managing bookings support and bookings data validation to multiple sales, commissions and reporting teams.
We are looking for someone who can mentor and train junior Administrators as well as proactively identify opportunities to improve efficiencies in team or company processes as they relate to Salesforce and other related systems. You will own and implement process improvement initiatives and be responsible for ensuring bookings capabilities for all products and services and maintains bookings data integrity through audits and enforcement of established bookings rules.
Advanced knowledge of Salesforce tool usage and capabilities.
Excellent knowledge of the sales function and process, bookings rules, and the use of Salesforce as a tool in sales tracking.
Excellent ability to provide technical support and troubleshoot user issues, including root cause analysis and recommendation of solutions to prevent future issues.
Configuration to include user management (new users, role hierarchies, etc.), skills/configuration for Live Agent, field additions, page layouts, record types; workflow and validation rules to aid and enforce business processes.
Excellent Excel skills. Experience and high comfort level with one or more Salesforce data management toolsets (Data Loader, DemandTools, etc.).
Excellent communication (written and oral), problem-solving, and time management skills.
Customer centric mindset, with the ability to interface with teams on a daily basis.
Expert knowledge of the native Salesforce reporting and dashboarding functions, including Custom Report Types, Joined Reports, Cross Filters, etc.
Advanced ability to analyze processes and transform into system functionality.
Excellent understanding of sales bookings procedures as well as ability to work with internal sales teams and leaders to provide guidance and establish appropriate bookings procedures for new products.
Experience in providing training to peers and tool users as well as identify training gaps and develop training content.
Ability to lead and coach others through resolution of more technical questions and problems.
Key Performance Indicators
KPIs Include (not limited to):
Serves as subject matter expert on proper usage of Salesforce.com to meet various business requirements.
Expert knowledge of Salesforce’s Sales Cloud feature set, including but not limited to Leads, Accounts, Contacts,
Opportunities and Forecast objects, as well as the Service Cloud feature set, including but not limited to the Live Agent functionality.
Manages ongoing support requests and administrative needs of Salesforce users.
Develops reports, dashboards and processes and works with Data Integrity team to continuously monitor data quality and integrity.
Provides technical support and troubleshoots application related issues.
Escalates technical/programming issues to IT Systems team for resolution.
Helps to drive requirements consensus among geographically dispersed business stakeholders in order to deliver a bookings process that works across the global business.
Develops and delivers Salesforce.com training to employees and serves as the primary contact for the tool.
Leads knowledge and support, and proactively meets with management of sales and sales related departments to determine system improvements, data quality improvement, and process improvement as it relates to bookings procedures for current and new products.
Reviews bookings procedures and determines and implements improvements for efficiency and effectiveness.
Responsible for sales bookings documentation – keeps documentation up to date with new/improved processes, as well as documents bookings procedures for new products.
Provides assistance to all relevant sales, finance, commission teams, etc., with audits to enforce data integrity and bookings and de-bookings rules.
Provides leadership in a team of Salesforce Administrators and Analysts to advise on Salesforce best practices – for general administration as well as expert knowledge with regards to sales bookings administration.
Serves as a mentor and an escalation point for junior Salesforce Administrators and Analysts.
High school diploma or equivalent
Vast Experience in systems support including a minimum of 4 years of Salesforce administration experience required.
Certified Salesforce Advanced Administrator or Developer required. Bachelor’s degree preferred.
Req # 33649
Location(s) UK - Middlesex-Hayes
Category Administrative / Clerical