The Sr. Manager, CRM Administration is responsible for all administration activities that happen within the CARS, Inc Salesforce environment. The ideal candidate is positive, solution-oriented,  and understands Salesforce features, functions, and best practices. 

They will work to grow the talent on their team ensuring that they are following best practices and providing an excellent customer experience throughout CARS, Inc. The person also serves as a liaison between Technology and many other departments throughout CARS, Inc. on projects and everyday maintenance/requests. 

Responsibilities include:

• The Manager, CRM Administration is responsible for all aspects of managing Salesforce including administration, implementation, resourcing, and maintenance
• Managing a team of Salesforce administrator  professionals responsible for ideation, design, delivery, and maintenance of configurable  solutions
• Partnering with the Manager, Software Engineering (CRM) and business partners to keep our Salesforce instance running smoothly as CARS, Inc. continues to grow and scale
• Demonstrating  a fundamental understanding of how users interact with Salesforce and the best ways to enable their success
• Design and configure secure, scalable solutions on Salesforce, which includes products such as Sales Cloud, Service Cloud, CPQ & Billing, Experience Communities, and 3rd Party App Exchange Products
• Identifying, defining, measuring, and reporting KPIs to ensure the team is performing at exceptional levels
• Responsible for all aspects of managing the CRM administrator team including capacity planning, resource allocation, status reporting, mentorship, and talent development
• Monitor CRM team projects to ensure they meet business needs, have the right team members involved, and are completed on time
• Identify common user issues, understand root causes, and work with the business to ensure proactive resolution
• Serve as a Salesforce subject matter expert for teams and external services vendors that interact with the Salesforce
• Ensure all work is SOX compliant

REQUIRED SKILLS & EXPERIENCE

• 8+ years of established leadership experience in Salesforce administration and team management within a larger project team
• Able to work in a fast-paced environment, multi-task, prioritize multiple projects, and be a proactive problem solver

• Able to lead and drive complex operational initiatives and can demonstrate an ability to create clarity for their team
• Track record of Salesforce.com experience as an administrator with extensive knowledge of Sales Cloud and Service Cloud, preferably in an instance with 500+ end-users
• Strong communication skills, including the ability to summarize complex system functionality for the business user
• Experience in Agile environments and knowledge of Agile development practices and a sprint delivery model
• A knack for listening and interpreting user requirements and then turning them into action
• Ability to establish, manage, and leverage relationships with internal and external partners
• Ability to assess ways for the team to improve and streamline our support process from a people and technology perspective
• Strong project management skills and knowledge of software deployment methodologies
• Experience with working on Lightning Experience
• Experience with Data Loader, Salesforce Reporting and Dashboard, automations such as workflow rules and Flows
• Innovative thinking and problem-solving skills

Excellent organizational skillsEmbraces new technology, applications, and solutions

• Able to mentor and create a growth mindset environment on the team

PREFERRED SKILLS & EXPERIENCE

• Salesforce.com Certified Advanced Administrator (ADM-211)
• Experience with Service Cloud Voice, CPQ, MyTrailhead, Marketing Cloud, Pardot, and Communities is a plus
• Experience with custom integrations, 3rd party tools (installed packages), and vendor projects
• Familiarity with triggers, classes, custom settings, and flow
• College degree preferred

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