Sr. Salesforce Production Support Administrator (Remote)

Senior Salesforce Production Support Administrator 

We are looking for a competent enthusiastic Salesforce Administrator to join our high-performing and highly visible team. 

About the Role:

Neo4j is undergoing tremendous growth and Salesforce lies at the core of our Revenue Operations. It's the hub where our Sales, Pre-sales, Consulting, Renewals, Customer Success, Finance, Legal, and other teams conduct their activities and get a clear picture of what we're doing for our customers. 

As a Salesforce Production Support Administrator, you'll be a key member of our team, playing a vital role in ensuring that our Salesforce system is functioning at peak performance and helping us to achieve our business goals.

To be successful in this role, you'll need to have a strong technical background in Salesforce administration, with a deep understanding of the platform's capabilities and limitations. You'll also need to have excellent problem-solving skills, a keen eye for detail, and the ability to communicate effectively with both technical and non-technical stakeholders.

What You Will Do:

• Maintaining the day-to-day functionality of our Salesforce production environment and providing support to end-users and stakeholders across the organization by identifying and resolving issues, answering questions, training users on basic functionality, and assisting with self-service report creation.
• Monitoring and troubleshooting any issues that arise in the system, performing routine maintenance tasks, such as data backups, cleanup, deduplication, mass record updates, and data migrations. Testing system enhancements and updates. Collaborating with other teams to ensure that Salesforce integrates effectively with other business systems. 
• Owning user setup and maintenance in Salesforce and connected apps including Sales Navigator, FinancialForce PSA, Gainsight, Outreach, and Zoominfo. Analyzing data and system usage patterns to identify opportunities for optimization and improvement. Using apps like Zylo to monitor app usage and take appropriate actions. 
• Assisting the team in performing impact analysis using tools such as Metazoa. Assisting the team in the creation of a variety of  high-quality user-facing content such as process flows, knowledge articles, release notes, slide decks. You will be using Confluence, Lightning Knowledge, Salesforce CMS, Google Slides, LucidChart, Google Docs, Google Sheets, etc. 
• Ensuring timeliness of response, including coordination of escalations as required, while properly documenting your own work in accordance with best practices and our internal policies. Quality, accuracy, process consistency, and proper management of  your issues in JIRA including thoroughly documenting your JIRA tickets (problem statement, resolution, references to components involved, etc.) are paramount. 
• Participating in an ongoing effort to reduce technical debt by taking on various decluttering and documentation tasks, including identifying and deprecating unused fields and other components, and documenting components that lack proper details, such as fields without description or help text.
• Co-presenting at our weekly Salesforce Office Hour where we demo new and existing functionality and answer questions live. Editing and sharing the resulting recording. 
• Taking technical ownership of some of our connected apps, including Sales Navigator, RingLead, Zoominfo, LeanData and others, as required. 

What You Will Bring to the Table:

• Certifications: You are certified as a Salesforce Advanced Administrator and a Platform App Builder.
• Experience: You have 3-5 years of experience in a similar role at a SaaS tech company, specifically supporting Sales Cloud, Experience Cloud, and Salesforce CPQ.
• Lead Routing: You have hands-on experience with setting up and administering a lead routing tool, such as LeanData, RingLead, or similar for at least 2 years.
• Sales Engagement Tools: You have hands-on experience with Outreach, SalesLoft, or similar for at least 2 years.
• Data Management Tools: You have strong technical skills and knowledge of Data Loader, Workbench, and Microsoft Excel.
• Commercial Sales Processes: You have a strong understanding of commercial sales processes, including demand generation, lead, opportunity, quote, order, contract, and booking management.
• Salesforce Expertise: You have a strong understanding of the Salesforce Security and Sharing Model and a high level of proficiency with all core Salesforce administration.
• Project Management: You possess excellent project, time management, and organizational skills.
• Agile Methodology: You are familiar with agile methodology and have experience with JIRA.
• Attention to Detail: You have a keen attention to detail and ensure thoroughness and accuracy in your work.
• Writing and Documentation: You have excellent writing and documentation skills.
• Team Player: You are a true team player who is committed to delivering quality work while actively contributing to building a positive team environment.
• Communication Skills: You have excellent written and verbal communication skills and can successfully work with users at various levels of application proficiency.
• Continuous Learning: You are eager to participate in continuous learning, work towards obtaining new Salesforce certifications, and take on additional responsibilities to advance your career.

Bonus points if you have the following:

A creative mind, a positive attitude and a "let's get it done" mindset that will allow you and your colleagues to perform, while having fun doing so!