Systems Coordinator - Salesforce
Are you able to look at something and quickly identify when it’s not working quite right? Do you possess good communication skills, have a passion for delivering quality, for providing a better user experience, and advocating for your customers? Then the Systems Coordinator- Salesforce on our Operations Team may be the job for you!
As the Systems Coordinator- Salesforce, you’ll be responsible for monitoring and improving our Salesforce CRM system so that it supports delivering an exceptional customer experience. This individual will be responsible for working with users to monitor KPIs to understand where we are delivering exceptional service and where we have opportunity to improve the experience by modifying or upgrading customer systems and/or related processes to improve the customer or employee experience. You will also be responsible for managing the Salesforce CRM Help Desk system to ensure tickets are resolved by the assigned SLAs. The Systems Coordinator-Salesforce will be the subject matter expert (SME) representing Salesforce CRM on projects supporting development of system modifications and enhancements, supporting the implementation of changes, and ensuring that the efforts meet customer and company expectations.
Are you a fit?
A successful candidate for this role is detailed oriented, proactive, and is an effective communicator. You are organized and able to prioritize your activities to ensure the system goals are achieved. Communication skills are a must as well as any prior experience with Flow Builder in Salesforce CRM. You should be able to advocate for our customers and the system end-users and think about how users can utilize the system most effectively. You like to problem solve and demonstrate strong critical thinking skills. Ultimately, your goal is to represent the end user!
Other stuff we like:
- Bachelor’s degree or currently pursuing a bachelor’s degree (internal candidates).
- Experience in executing projects, involving both internal and external personnel.
- Required knowledge of Salesforce CRM, including experience with Process Automation, Process Builder and the ability to create flows.
- Strong organizational skills.
- Ability to multitask and manage multiple projects and workstreams with competing priorities.
- Salesforce CRM Administrator Certification a plus!
More details on what you would be responsible for:
- Support Gas South’s goal to have an exceptional customer experience by serving as a subject matter expert on Salesforce CRM.
- Work with end-users to understand their interaction with the system and provide proactive communication and training to key stakeholders.
- Perform and execute regular operational processes supporting the customer experience and system performance.
- Manage process to intake requests, track progress and provide status to stakeholders.
- Assist in the management and resolutions of operational issues that have potential to negatively impact the customer experience.
- Document operational processes that support customer system and end user training: keep documentation updated as changes are implemented.
- Monitor and measure system performance and report out to key stakeholders.
- Work cross functionally (sales, IT, systems, marketing, etc.) to execute improvements in our systems.
- Identify and implement system and process enhancements and upgrades that improve the customer experience and/or operational efficiency.
- Assist in development and execution of production verification scenarios associated with system and/or process changes.
- Provide test status, reporting and summary level metrics.
- Serve as a point of contact for project related testing deliverables.
- Assess approved Change Requests for impact to overall testing schedule.