Daily administration and support of both Salesforce and Siebel database including but not limited to:
Handle and resolve CRM support cases for both SFDC and Siebel applications, including but not limited to:
Objectives are to provide a high level of customer service, good level of responsiveness and expeditious case resolution and to promote a standard methodology with the goal of introducing and maintaining consistent, repeatable and scalable methodology throughout the company. (25%)
CRM change request evaluation: Provides assessment of business needs to BSA/Development teams and any supporting business background, metrics, user feedback as required/requested. Collaborates with IS Applications Teams to prioritize and sponsor change requests submitted by Sales and Sales Operations that include system enhancements, bug fixes and system usability improvement recommendations. Test new enhancements prior to implementation into production.
Design and build Workflow and Approval flows required to maintain CRM application integrity, enforce Policy and Procedures and optimize users efficiency. (20%)
Provide Sales Support team representation for projects including but not limited to
Experience working in a Siebel and/or SFDC Production Support Capacity - training in Salesforce.com adminstration strongly preferred. Experience with managing the administration of complex sales organization territory rules is preferred. Experience designing and building sales management dashboards also preferred. Advanced knowledge and experience with Excel and MS Office Suite required.
Excellent analytical, organizational and documentation skills - should be able to work directly with the business and IT groups when there are production and/or data issues. Must be detail oriented and have excellent problem solving skill.
Excellent written and oral communication skills required. Ability to work within a team. Candidate should be able to work directly with the business and IT groups when there are production and/or data issues to achieve objectives set forth by management.