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Salesforce Support Administrator

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MongoDB is seeking a Salesforce Support Administrator for the CRM Support team who is a proactive individual that can help us continually improve and enhance our Salesforce platform, gathering requirements and feedback, designing scalable best practice solutions, and managing the product roadmap. The Salesforce Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction as a priority.

We are looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, to quickly identify improvement areas. The Salesforce Administrator should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. The ideal candidate will be liaising with stakeholders at all levels, with the ability to communicate technical information in layman’s terms, clearly explaining design/logic options and their potential impact.

This role can be based out of our New York City office.

Responsibilities

Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and IntegrationsExperience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security ManagementExperience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and securityExperience integrating Salesforce with other applications (Xactly/Clari/Dell Bhoomi/Mulesoft etc)Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operationsExperience with deployment, versioning, and DevOps tools preferably GearsetIdentify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolvedGenerate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilitiesAddress customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfullyHandle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentmentAchieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

Minimum Requirements

7+ years of work experience in Engineering, Programming, or Technical Support and API integration;Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organizationTechnical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirementsExcellent written and verbal communication skillsProblem Solver with technical capability and solving skillsDemonstrated skill in Customer Support or Customer Service in a customer-facing roleAbility to effectively prioritize and advance customer issues, as requiredAbility to multi-task and perform effectively under pressure

Preferred Requirements

Salesforce CertificationsClear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)Experience working with scripting languages and Web Architecture PrinciplesPrior hands-on development experience, ability to read, write and debug codePrevious experience working in a SCRUM or agile environment is a plus