Salesforce Administrator

Overview

The Salesforce Administrator (BA), Customer Systems Owner is responsible for Salesforce functionality supporting Customer Support, Onboarding, and Customer Success teams across Mixed Use. This role ensures efficient service operations, scalable post-sale workflows, and strong customer experience enablement.

This individual will partner with Support and Customer Success leadership to identify operational improvement opportunities, optimize workflows, and support scalable customer-facing processes. The ideal candidate combines Salesforce administration expertise, service operations knowledge, strong stakeholder communication skills, and a proactive process improvement mindset.

This role is focused on customer operations efficiency, workflow optimization, user adoption, and scalable service delivery.

Responsibilities

Partner with Customer Success, Support, and Operations stakeholders to gather requirements and translate business needs into scalable Salesforce solutionsDocument business processes, requirements, solution designs, and testing plans to support successful implementation and user adoptionOwn Case, Asset, Work Order, and related service management processes within SalesforceManage support workflows, queues, SLAs, escalation paths, and service operations processesOptimize onboarding workflows and time-to-value processesSupport Customer Success workflows, lifecycle management, and operational reportingMaintain and improve reporting and dashboards related to support and customer operations performance.Manage tools and integrations supporting customer operations, including TaskRay and TalkDeskIdentify inefficiencies and proactively recommend process improvementsGather requirements, define scalable solutions, and support operational improvements aligned to customer experience goalsDrive user adoption, enablement, documentation, and training for Support and Customer Success teamsSupport continuous improvement initiatives focused on operational efficiency and service delivery

Required

Qualifications

Bachelor’s degree from an accredited University or College5+ years of Salesforce Administration, Customer Success Operations, Support Operations, or related experienceStrong Salesforce administration skills including Flows, reporting, and service workflowsUnderstanding of customer support, onboarding, and customer success operationsExperience partnering cross-functionally with Support, Customer Success, and Operations teamsStrong communication and stakeholder management skillsDemonstrated experience gathering business requirements, analyzing business processes, and translating stakeholder needs into scalable system solutionsAbility to identify root causes, evaluate solution alternatives, and recommend process improvements aligned to business objectives

Preferred

Experience serving as a strategic business partner, influencing process decisions and recommending solutions that drive measurable business outcomes Experience with Salesforce Service CloudFamiliarity with customer operations tools such as TaskRay or TalkDeskSalesforce certifications including Administrator or Service Cloud ConsultantExperience supporting customer-facing systems in a SaaS or technology-enabled environment

Knowledge/Skills/Abilities

Strong understanding of customer support and customer success workflowsAbility to translate operational needs into scalable Salesforce solutionsStrong analytical and problem-solving capabilitiesExcellent written and verbal communication skillsStrong stakeholder management and collaboration skillsAbility to prioritize competing operational requests and initiativesAbility to proactively identify workflow and process improvement opportunitiesSelf-starter mentality with strong ownership and accountabilityAbility to act with integrity and carry out responsibilities in an honest and professional manner

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.