Lead Salesforce Administrator

Lead Salesforce Administrator

Department: IT - Enterprise Systems

Reports To: Director, Enterprise Systems

FLSA Status: Exempt

Position Summary:

Highlights for Children is universally recognized as the leading producer of entertaining and educational content for children, families, and teachers. Our diverse portfolio of products and experiences extends from direct to consumer as well as classroom solutions and crosses the spectrum of media, including print, broadcast and digital. For over 75 years we have been helping children become their best selves by creating content and experiences that engage, delight, and foster joyful learning.

Highlights implemented Salesforce across the Education group, and we are looking for a Lead Salesforce Administrator to drive best practices and enhanced functionality of this critical business tool. This role is dedicated to maximizing efficiency and capitalizing on the full features and benefits of our Salesforce products. We are seeking someone with excellent technical and communication skills who is effective at working with multiple executive stakeholders, understanding the needs of system users, designing solutions and configuring Salesforce products to meet our needs.

In addition, ongoing operational management and support of the Salesforce systems is a critical role of this position. The Lead Salesforce Administrator will promote adoption, keep current on new releases and AppExchange solutions, add/delete users, design and maintain templates and assist the sales support team in supporting and training users.

To ensure success in this role, the Lead Salesforce Administrator will collaborate heavily with others, including 3^rd party partners, end users, and stakeholders across the organization. The Lead Salesforce Administrator will oversee the Salesforce intake and governance processes, working requests from start to finish. This role will also provide mentorship and training for the Salesforce user community.

Essential Duties and Responsibilities:

System Operations, Design, Configuration and Change Management

• Proactively seek out system enhancement needs and document requirements
• Provide technical consulting expertise, best practices, and problem resolution for open requests
• Manage and perform system changes without interruption to the user
• Perform system administration including: user access/permissions, roles, profiles and field maintenance
• Manage new releases and updates to Salesforce and effectively roll out new features
• Create and maintain views, reports, dashboards, campaigns and custom objects
• Maintain and create workflows, functions and configurations within Salesforce
• Monitor and manage exception logs for back end system integration with SFDC
• Manage data quality and solve issues including duplicate records
• Serve as the company subject matter expert on Salesforce

Backlog Management

• Contribute to the development of a system roadmap and strategy for process improvement and automation to solve business problems
• Partner with stakeholders and leadership to align development roadmap with business priorities
• Identify dependencies across open requests/projects, building work plans to align dependent work to business priorities
• Manage backlog assignments, partnering with 3^rd party partners to offload work as required
• Partner with 3^rd party partners and stakeholders to ensure appropriate code reviews and test plans are executed before moving code to production
• Communicate changes, enhancements, and modifications of business requirements or issues - verbally and / or through written documentation - to project managers, sponsors, and other stakeholders ensuring issues, solutions, and outcomes are understood
• Develop strong relationships with leaders throughout the organization

User Assistance, Training, Adoption and Satisfaction

• Serve as second or third level support for Salesforce users and assist the sales support team in supporting and training users
• Champion the use of Salesforce: Help managers hold staff accountable for Salesforce use and work with leaders to propose and implement new ways to leverage Salesforce
• Communicate regularly with user base regarding new features, enhancements and changes to the system
• Document company processes and workflows
• Continually seek ways to further enhance the end-user experience

• Your expertise and knowledge of Salesforce capabilities and best practices
• How to add or remove user accounts, manage security, and maintain roles, profiles, and hierarchies
• How to navigate to Accounts, Contacts, Opportunities, and Leads

• Get to know the Salesforce stakeholders, begin building relationships
• Develop understanding of business areas utilizing Salesforce, including Sales, Marketing, Analytics and Professional Development and their key processes
• Collaborate with our Salesforce external partner(s) to influence solution decisions that are supportable and scalable
• Champion the use of Salesforce
• Manage and perform system updates with no user interruption

• Manage the strategic priorities of the Salesforce work including collaborating closely with partners to prioritize and plan enhancements
• Establish credibility and build trusted relationships with a variety of stakeholders across the organization
• Have a deep understanding of the objectives of our organization and how technology will help us meet those objectives

Supervisory Responsibilities: None

Education and Experience:

Bachelor's degree in Business Administration, Technology, or related field. Or equivalent combination of education and experience.

Salesforces Certification preferred

Qualifications:

• Require 2-4 years of Salesforce administration experience
• Require at least 1 year of experience providing project management and/or business analysis for technical projects
• Require technical ability to configure Salesforce and develop workflows, dashboards, and reports
• Require a deep knowledge of the capabilities of Salesforce

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.