CRM Solutions Specialist

2 weeks ago

Santa Ana, California, United States First American Full time
About Us
At First American, we prioritize our People. As a part of our family of companies, Data & Analytics is a leading provider of property-centric information, analytics, risk management, and valuation solutions. We maintain and curate the largest dataset in the industry, featuring over 7 billion document images. Our key platforms and products include DataTree, FraudGuard, RegsDataTM, TaxSourceTM, and ACI. With over 20 patents, our Data & Analytics division is at the forefront of innovation, utilizing technology and data to deliver exceptional decision-making solutions. Our teams collaborate from various locations across the country, and we have a long-standing commitment to fostering an inclusive and supportive environment for all employees.

Your Role
As a CRM Solutions Specialist, you will be responsible for the administration of our Customer Relationship Management (CRM) application. Your role will involve maintaining the CRM systems, supporting updates, and monitoring end-user engagement.

Key Responsibilities
  • Provide advanced technical solutions and manage escalated support for complex technical challenges.
  • Assess the needs of internal users, identify issues, conduct research, and propose effective solutions.
  • Create and maintain documentation on processes, policies, configurations, and user guides.
  • Administer and support the CRM system, including managing user setups, profiles, roles, and customizing various components.
  • Act as the primary contact for internal users, offering technical guidance and support.
  • Develop and implement a new Service Cloud environment.
  • Oversee User Administration tasks.
  • Design and generate customized reports and dashboards for all organizational levels.
  • Establish and maintain validation rules and custom workflows.
  • Conduct intermediate QA testing for iterative development cycles across multiple Salesforce projects.
  • Perform user testing, including developing test plans and scheduling testers.
  • Audit and ensure data quality.
  • Explore and test new functionalities and enhancements.
  • Stay updated with new Salesforce releases and improvements.
Qualifications
  • Intermediate proficiency with Salesforce's declarative capabilities, including workflows, validation rules, and change set deployments.
  • Familiarity with Salesforce best practices for release management and deploying changes.
  • Ability to collaborate with business units to understand their processes and translate needs into actionable Salesforce requirements.
  • Strong verbal and written communication skills, capable of interacting with all organizational levels.
  • Conceptual understanding of relational databases.
  • Experience with Apex Data Loader.
  • Process-oriented with strong attention to detail.
  • Self-motivated and able to manage multiple tasks effectively.
  • Proficient in Microsoft Word, Excel, and PowerPoint.
Education and Experience
  • Bachelor's degree or equivalent combination of education and experience.
Licenses or Certifications
  • Salesforce Administrator certification required.
Experience Range
  • 4-7 years of proven experience in Service Cloud and Salesforce administration, implementation, and process enhancement.
  • 4-7 years of hands-on experience with Salesforce, building applications using standard customizations and automation features.
What We Offer
At First American, we celebrate individuality and foster a culture of diversity, equity, and inclusion. We believe that this is essential for our success. Our comprehensive benefits package includes medical, dental, vision, 401k, PTO/paid sick leave, and other valuable benefits such as an employee stock purchase plan.

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