Salesforce Specialist

  • Sales
  • Amsterdam, Netherlands

Salesforce Specialist

Job description

Tiqets’ Salesforce/CRM Specialist plays a crucial role in building and establishing a world-class venue excellence organization. As part of a team dedicated to maximizing efficiency and capitalizing on the full features and benefits of the CRM system, the Salesforce/CRM Specialist will interact with the field sales team, as well as management, IT, and marketing. The position is primarily an administration resource to help manage all incoming needs from the field, solve basic user problems, and support continued training and coaching that drives adoption and effective usage.


Key Responsibilities

CRM Administration:

  • Provide functional support in the execution of business processes, including: interaction with business users, identification and documentation of SOPs, gathering business requirements, functional testing, and change management.

  • Support administration for all Salesforce.com (SFDC) standard and custom objects: users, roles, profiles, groups, accounts, contacts, record types, sharing rules, picklist values, page layout customization, and others that are necessary to support vital functionality for users

  • Manage multiple record types and workflow processes for each user group unit within Salesforce.com (Venue Sales, Marketing, Finance, and others)

  • Manage daily support requests and Salesforce.com administrative needs of users

  • Manage all break/fix inquiries from users and solve issues in a timely manner; escalate to Salesforce.com service team and IT where new configuration/coding is required

  • Develop and provide reporting necessary for incentive compensation management programs for venue sales, venue success

  • Manage input data governance in order to fulfill accuracy in measured metrics for each user group

  • Support management of all security and data change rules for proper adherence, collaborating with IT and other members of the Venue Sales team as necessary

  • Create and update user profiles; add all new users and manage SFDC licenses as required

  • Collaborate with Salesforce.com implementation team to make any enhancements to current organizational setup, security, and production; assist with testing and documenting any changes

  • Create and update reports and dashboards based on user group needs using both out-of the-box features of Salesforce.com (and Einstein Analytics), including ad hoc reporting for management as needed

  • Proactively gather feedback from end-users to identify system needs or future enhancements

  • Document all changes and inquiries from users in SFDC - Jira system with proof of completion for audit purposes; manages prioritization of changes documented in the SFDC Jira system based on user-need analysis, and execute changes or escalate to IT for support

  • SOPs on functionality and work flows to support rollout of training, system updates, and new capabilities within SFDC

Training, Onboarding, and Coaching

  • Monitor user adoption of SFDC against expectations and proactively engage with users and user groups as determined to improve adoption and efficiency leveraging identified best practices

  • Support one-on-one and group training to guide end-users through various methods

General Expectations:

  • Responsible for ongoing strategic initiatives related to SFDC expansion and enhancements

  • Perform all duties in accordance with safety rules and regulations

  • Perform other duties as necessary

Requirements

Knowledge, Skills, Abilities:

  • Computer proficiency in MS Office applications

  • Organized and detail oriented with strong communication and interpersonal skills

  • Self-starter with good problem-solving skills

  • Ability to work both independently and as part of a team

  • Comfortable presenting to small and large group audiences

EDUCATION:

  • Bachelor's Degree in Business Administration or related fields

EXPERIENCE:

  • Minimum 1 to 3 years of Salesforce/CRM experience, preferably in an administrative role

  • Salesforce.com administrator certification a plus

  • Einstein Analytics and SAP experience a plus

  • Or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position.

  • Up to 25% travel may be required for in-field training, meetings, seminars, and other activities determined necessary

  • Living in the Netherlands