Salesforce Administrator

Position Purpose:

Capitalize on and enhance Gulfstream's competitive advantage by elevating the role and impact of the CRM OPS function. Contribute to the evolution of a hub for a uniform, complete view of customer interactions to unlock visibility to their needs, expectations, and interests that enable proactive delivery of superior, personalized experiences, while supporting the Customer Support organization through the customization and configuration of the Salesforce Sales & Service Cloud platforms. The Specialist will support the Salesforce application on a day to day basis, participate in enhancement and integration efforts, and provide ongoing training and administrative support.

Principle Duties and Responsibilities:

Essential Functions:

1. With direction of Sr. Manager, CRM Operations, maintain features including user management, roles/profiles, permission sets and sharing rules, page layouts, custom fields, formula fields, validations, and email templates, among others .
2. Assist with resolution of technical challenges and incidents to maintain operational reliability and a consistent user experience .
3. Collaborate with respective CRM users, Business Technology and implementation partners to identify, recommend, and assist with implementing improvements, enhancements, and system customizations, while ensuring high levels of quality, accuracy and process consistency .
4. Aid in change management efforts and support new product introductions and implementations to ensure user adoption of new tools and features .
5. Provide relevant and timely communication for CRM users to ensure business process changes and respective CRM functionality enhancements are understood and effectively delivered .
6. Partner with business leads and CRM Champions in developing and delivering tailored training for end-users .
7. Create and maintain training materials and guides .

Additional Functions:

1. Provide ongoing support for end users and business experts to improve their productivity and SF CRM knowledge; building users confidence and competence on an ongoing basis .
2. Represent the CRM Operations department at internal/external meetings/events .
3. Participate in culture enhancing opportunities, including continuous improvement efforts .

Perform other duties as assigned.

Other Requirements:

1. Experience with Salesforce CRM and/or Service Cloud platforms or other comparable CRM applications.
2. Experience evaluating business processes and recommending opportunities for improvement.
3. Strong communicator, with strong verbal/written communication skills, including an ability to effectively and independently engage with business stakeholders and technical partners.
4. A collaborative mindset, enthusiastic and passionate about driving positive impact through the capture and sharing of customer interactions and engagements within CRM.
5. Strong analytical and problem solving skills, with the ability to make recommendations for positive impact .
6. Detail oriented.
7. Ability to travel as required, including international travel (very limited).
8. Proficient with Windowss environment and MS Office applications.