Salesforce.com Administrator (Hybrid)

The Hanover Insurance Group•Boston, MA

6d•$67,000 - $85,000•Hybrid

About The Position

The Hanover is seeking a motivated and detail-oriented Salesforce Administrator to support its sales, underwriting, and marketing team. This role will help optimize Salesforce Sales Cloud to drive efficacy, efficiency, user experience, and adoption for users across the organization. The Salesforce Administrator will manage day-to-day administration, including configuration, reporting, and user support, and will partner closely with business stakeholders to deliver practical, scalable, and impactful solutions. This role is hybrid and requires travel to Worcester, MA approximately twice per month. The Hanover's CARE Values—Collaboration, Accountability, Respect, and Empowerment—shape how they work and succeed together, offering flexibility, inclusivity, and the opportunity to make a meaningful impact through technology and partnership. This is a full-time, exempt role. As a key member of the Salesforce team, this role will support Salesforce.com Sales Cloud to enable effective and efficient execution of sales, underwriting, and marketing best practices through the delivery of system enhancements, system tasks, user training, and break/fix. The Salesforce Administrator will be responsible for resolving user support cases including the resolution of system issues, training new users in system functionality, data loading, report creation, and modification. They will also partner with stakeholders to deliver planned and unplanned enhancements, and address emerging system maintenance needs, involving both front and back-end declarative configuration.

Requirements

Bachelor’s degree or equivalent work experience
1-2+ years hands on experience administering Salesforce.com to include Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles, Reports, Dashboards, and Data Loader (or equivalent) required.
Solid Excel experience including in depth knowledge of data manipulation, formulas, and pivot tables required.
Experience with one-on-one and/or small-group trainings/presentations required.

Nice To Haves

Working knowledge of Salesforce.com Marketing Cloud highly desirable, but not required
Insurance and/or Sales experience desirable, but not required

Responsibilities

Provides end users with high degree of responsiveness and satisfaction in documenting, tracking, supporting, and resolving all Salesforce.com cases.
Identifies trends, system issues, and training opportunities to proactively minimize user issues and enhance the user experience. Manages salesforce.com licensing requests and terminations.
Hosts scheduled and structured one-on-one and small-group Salesforce user training. Fields ad hoc questions from users, day-to-day.
Inserts, updates, and deletes large data sets en masse with common API tools.
Creates and enhances reports and dashboards for users to establish and monitor key business metrics, as well as Salesforce.com utilization, to optimize sales effectiveness. Develops and manages quality-supporting internal reports, dashboards, and processes to continuously monitor system data and its integrity.
Executes Salesforce.com enhancement projects from the design phase through delivery. Creates and modifies: Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, and User Profiles.
Conducts proactive data analysis, providing insights and recommending innovative and effective improvements.
Monitors and cleanses data in Salesforce.com, as needed, to ensure data remains accurate, consistent, and relevant.
Provides high degree of customer satisfaction with timely responses to all support requests; delivers resolutions via appropriate solutions.
Documents all cases, user communications, and resolution details.
Documents best practices, process maps, and procedures to create definable, repeatable processes for Salesforce.com case resolution and issue escalation against defined standards.
Partners with Salesforce Director to understand and execute on pre-defined business requirements for enhancement projects.
Independently, effectively, and efficiently designs enhancements in the Salesforce test environment.
Partners closely with stakeholders during the design process to reach an acceptable iteration of each enhancement.
Partners with stakeholders and Salesforce Director to develop deployment, communication, and training plan for enhancements.
Accurately deploys all new enhancements from lower to higher environments.
Independently addresses ad hoc and on-going data improvement initiatives and communicates outcomes appropriately.