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Salesforce Change Lead- Tier 1 Manager

3 months ago

Fort Lauderdale, United States Hotwire Communications Full time

The Salesforce Change Lead is responsible for facilitating virtual and in-person education sessions and acts as the liaison amongst stakeholders to elicit, analyze, document, communicate and validate business and system requirements. Additionally, the candidate will assist Salesforce.com CRM solution design sessions and drive out functional requirements and design including business analysis, administration, and development. Periodic and Project based travel required.

RESPONSIBILITIES:

  1. Develop, maintain, and deliver training programs for Salesforce CRM and related technologies to users across all business lines and departments, as well as supporting documentation, to guide users in ways that maximize productivity, reporting ability that align with department expectations and goals.
  2. Oversee user lifecycle management, ensuring users have appropriate access and roles.
  3. Provide basic troubleshooting support to users, resolving common issues and escalating more complex problems as needed.
  4. Offer reporting and dashboard support to ensure users can effectively leverage Salesforce for their reporting needs.
  5. Gather requirements from stakeholders to ensure the Salesforce platform meets business needs and objectives.
  6. Manage the ticket queue, ensuring timely and efficient resolution of user issues and requests.
  7. Use of consistent and constant independent discretion over matters of significance to gather detailed requirements and provide appropriate translation to applications.
  8. Design and implement improvements to Salesforce to enhance the user experience and participate in agile process to communicate priorities, manage backlog and refine user stories.
  9. Collaborate cross-functionally with multiple departments to champion Salesforce utilization and to estimate project timeframes, create project plans & set different delivery milestones for the projects..
  10. Perform a needs analysis with internal teams and department leaders to identify training needs and develop presentations, videos, documentation, and related content.
  11. Support effective onboarding and training of new team members, on-going training and feature releases.
  12. Maintain and update existing training materials to ensure documentation keeps pace with organizational changes, new feature releases, and process updates.
  13. Measure the effectiveness learning sessions, identify future training needs, and track each session's impact through surveys and/or other feedback tools.
  14. Assist with user configuration or troubleshooting requests to gain understanding and insight into user experience.
  15. Drive and lead the functional aspects of Salesforce projects, including being able to drive out solutions using the Salesforce platform. Ability to configure most declarative aspects of the application.
  16. Provide security and administration for salesforce and other supporting applications
  17. Drive innovation and efficiency by designing, building and maintaining custom configuration solutions like flows, custom objects, formula fields, email alerts, approval processes, etc.
  18. Understand database concepts and data modeling to drive process integrity as well as understand underlying data to leverage it for driving business value.


QUALIFICATIONS:

  • Bachelor's Degree or relevant certifications and a minimum of 4 years Salesforce administration, training, and/or development experience
  • Empathetic approach to training and coaching that guides behavior in line with executive goals
  • Ability to write and present for diverse audiences
  • Flexibility to adapt training content and delivery method based on users learning styles and preferences
  • Confidence to interact with all levels in the organization and lead cross-departmental team training efforts and projects
  • Passion for understanding how Salesforce configurations, features, and partner products can meet user needs
  • Salesforce Certifications required
  • Periodic and Project based travel required
BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
  • Comprehensive Healthcare/Dental/Vision Plans
  • 401K Retirement Plan with Company Match
  • Paid Vacation, Sick Time, and Additional Holidays (including your Birthday)
  • Paid Volunteer Time
  • Paid Parental Leave
  • Hotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
  • Employee Referral Bonuses
  • Exclusive Entertainment Discounts/Perks


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