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Salesforce Support Specialist

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Job Summary

Company
MBO Partners
Location
Herndon, VA 20171
Job Type
Full Time
Employee
Years of Experience
1+ to 2 Years
Education Level
Bachelor's Degree
Career Level
Entry Level

Salesforce Support Specialist

About the Job

Salesforce Support Specialist


Assist in the day-to-day administration and management of Customer Relationship Management (CRM) tool, including end-user support and development of CRM system requirements.  Become the “data expert” by creating and maintaining data in the system while monitoring and resolving support requests from internal business users.


Scope of Responsibilities:

  • Respond to CRM user inquiries or reported problems in a timely manner
  • Track issues with CRM program or other technical issues and assist in issue resolution as applicable
  • Manage new user set-ups and deactivation, including transferring ownership of accounts/contacts/opportunities for deactivated users
  • Perform data audits to uncover data integrity issues and/or opportunities for process improvements
  • Formulate and maintain various reports and dashboards
  • Create and modify list views
  • Create and modify standard and custom fields
  • Import and update campaign data
  • Track CRM program activities and milestones in order to meet objectives and provide monthly reports on results
  • Maintain updated system documentation and Salesforce policies/procedures
  • Create and edit user roles & profiles
  • Create/modify Lead Assignment Rules
  • Maintain naming conventions of pick-lists, report folders, and dashboards
  • Upload current and legacy data; routinely conduct mass data cleansing
  • Proactively seek and implement enhancements to improve the end-user help desk experience
  • Provide subject matter expertise for delegated trainers across the business units


Desired Skills and Experience

  • Bachelors’ Degree with an emphasis in Business, Finance/Statistics, Computer Science; or related work experience demonstrating a good knowledge of customer relationship management systems
  • One or more years of work experience in analysis, marketing lead data analysis, customer relationship management tools, demonstrating good knowledge of office automation and computer hardware/software applications
  • Strong analytical, strategic thinking and problem solving skills
  • Ability to identify and resolve problems quickly and effectively
  • Good knowledge of Microsoft Excel, Power Point and Visio preferred
  • Salesforce or other CRM experience a definite plus including the use of salesforce or CRM platform as an end user
  • Good communication skills necessary to provide excellent end user support
  • Experience performing database cleanup and/or data migration
  • Ability to effectively communicate with users to define problems and present solutions
  • Strong interpersonal, presentation, written and oral communication skills  
  • Experience working effectively with marketing, sales & technical project teams



 

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