Job Summary/Overview
The CRM Administrator is responsible for the administration, support, and continuous improvement of the Salesforce platform and related CRM technologies. This role partners with Sales, Marketing, Customer Service, Operations, and IT to optimize business processes, increase user adoption, and ensure CRM solutions support organizational goals.
The ideal candidate combines strong Salesforce administration expertise with a passion for process improvement, automation, and user enablement. Experience with quote-to-cash solutions, including Experlogix, is preferred. This individual will play a key role in maintaining system integrity, enhancing CRM capabilities, and delivering scalable solutions that drive operational efficiency and business growth.
Essential Duties and Responsibilities
Salesforce Administration & Support
- Administer and maintain Salesforce environments, ensuring security, reliability, and optimal performance.
- Configure and support Salesforce features including Flows, validation rules, approval processes, assignment rules, record types, page layouts, custom objects, reports, and dashboards.
- Manage users, roles, profiles, permission sets, and licensing.
- Troubleshoot issues, resolve defects, and implement enhancements that improve usability and productivity.
- Perform system maintenance, release testing, sandbox management, and platform health monitoring.
- Maintain CRM documentation, training materials, and best practices.
- Support data quality initiatives, including imports, exports, deduplication, cleansing, and governance.
- Monitor platform usage and identify opportunities to improve adoption and business processes.
Business Process Optimization & Quote-to-Cash Support
- Support and enhance sales, service, and quote-to-cash processes within Salesforce and related applications.
- Configure and maintain pricing, product catalogs, approval workflows, and automation tools.
- Partner with business stakeholders to identify and implement process improvements and automation opportunities.
- Support integrations between Salesforce and ERP, marketing automation, customer service, and other enterprise systems.
- Troubleshoot quoting, pricing, and order management issues and coordinate resolutions.
- Participate in testing, deployment, and ongoing optimization of CRM enhancements.
- Serve as a liaison between business users and technical teams to ensure solutions align with business requirements.
User Adoption & Continuous Improvement
- Gather and document business requirements for enhancements and process improvements.
- Evaluate new Salesforce capabilities, AppExchange solutions, and emerging technologies.
- Support change management activities and communicate platform updates.
- Stay current on Salesforce releases, industry trends, and best practices
Knowledge, Skills, Competencies, and Abilities
- Strong understanding of Salesforce administration, security, data architecture, and declarative development tools.
- Proficiency with Salesforce Flow and automation best practices.
- Experience supporting marketing, sales, service, and CRM-driven business processes.
- Knowledge of reporting, dashboards, analytics, and data management best practices.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to translate business requirements into scalable technical solutions.
- Experience supporting integrations with ERP systems, marketing automation platforms, and third-party applications. Experience with enterprise integration tools such as MuleSoft or Boomi is a plus.
- Familiarity with CPQ and quote-to-cash solutions such as Experlogix, Salesforce CPQ, or similar platforms preferred.
- Working knowledge of Apex, Lightning Web Components (LWC), Salesforce APIs, and related development concepts is a plus.
- Experience with DevOps, release management, and change management practices preferred.
- Excellent communication, collaboration, and organizational skills.
- Customer-focused mindset with a commitment to continuous improvement and operational excellence.
Required Qualifications
- Bachelors degree in Information Systems, Business, Computer Science, or a related field, or equivalent experience.
- 3+ years of Salesforce Administration experience.
- Experience supporting Salesforce Sales Cloud and/or Service Cloud.
- Experience configuring Salesforce Flows, security settings, reports, and dashboards.
- Experience providing user support, training, troubleshooting, and system enhancements.
- Experience with data management, data quality, and migration activities.
- Experience supporting business process automation and cross-functional CRM initiatives.
- Salesforce certifications (Administrator, Advanced Administrator, Sales Cloud Consultant, or similar) preferred.
- Experience with ERP integrations, marketing automation platforms, Einstein AI, Agentforce, or similar technologies is a plus.
- Experience with Experlogix or other CPQ/quote-to-cash platforms is preferred but not required.