Salesforce CRM Administrator

First Bank & Trust•San Francisco, SD

About The Position

The Salesforce CRM Administrator works with FBT partners to identify, design, and implement innovative CRM solutions. The role administers CRM, manages security, architects solutions, customizes the CRM model, designs business processes using workflow and automation tools, incorporates advanced analytics and reporting, and optimizes solutions for performance. Its primary focus is using CRM to design and build digital, integrated, efficient, and scalable business processes that improve client and employee experiences. The position is responsible for the architecture, administration, support, and maintenance of a highly available, enterprise-wide CRM system. It translates user requirements into technical architecture, data models, and specifications, and works with stakeholders and customer-facing business units to deliver a CRM experience that supports client relationships and business objectives. The role collaborates with data, banking systems, information security, and IT teams, as well as partner organizations and the CRM vendor. The administrator maintains data integrity, system security, compliance, documentation, integrations, workflows, and automations. The role also oversees change control, backups and sandbox refreshes, release processes, production and test configuration baselines, data quality improvements, business continuity and recovery documentation, and readiness for exams and audits. It keeps current with CRM and analytics technology, licensing models, and industry trends, and recommends improvements and technology use. The position adheres to company policies and compliance procedures and participates in required training.

Requirements

Bachelor's degree plus five years of related work experience, or equivalent.
In-depth knowledge of system architecture and administration, data modeling, project management, API integrations, business process flow, security, and advanced analytics.

Nice To Haves

Experience with financial services.
Experience with cloud-based CRM solutions.
Experience with Agile.
Coding experience with technologies such as T-SQL, R, Python, APEX, HTML, or Java.
Experience with Tableau or Power BI.
Experience with workflow tools.
Advanced certifications.

Responsibilities

Architect, administer, lead, support, and maintain a highly available, enterprise-wide CRM system.
Translate user requirements into technical architecture, data models, and specifications.
Work with FBT stakeholders and customer-facing business units to deliver CRM solutions that enhance client relationships and support strategic objectives.
Collaborate with Data Engagement, Data Platform, Banking Systems, Information Security, and IT teams to develop, integrate, secure, maintain, and optimize CRM.
Maintain working relationships with partner organizations, the CRM vendor, and related entities, and complete annual vendor reviews.
Maintain the integrity of the CRM model and document data sources, API integrations, workflows, and automations.
Design, build, integrate, and implement CRM business processes, prioritizing out-of-the-box solutions and tools; recommend model expansion or custom development when those solutions do not meet requirements.
Troubleshoot, support, and maintain CRM environments.
Coordinate with DBAs, Data Engineers, Developers, and Banking System Administrators to integrate systems and import or export data.
Work with Information Security to monitor system access, user trends, and auditing.
Administer change control and serve as a point of contact for system questions and data integrity issues.
Manage production and sandbox backups and refreshes, and continuously improve release processes.
Monitor system changes and maintain baseline code and configuration across production and test environments.
Ensure data quality through infrastructure improvements, system controls, and business processes, workflows, or validation rules.
Continuously monitor data integrity and improve processes to enhance data quality.
Work with the Data Governance Committee to improve data literacy and document data-quality procedures across the organization.
Ensure data privacy, security, compliance, and access conform to corporate policies.
Document and maintain business continuity and recovery plans and procedures, and ensure the CRM system and documentation are ready for exams and audits.
Research licensing models to support optimal availability and cost effectiveness.
Keep current on industry trends and technology advances in CRM, advanced analytics, and actionable data insights; make recommendations on their use.
Maintain up-to-date knowledge of supported technology by attending industry seminars and training sessions and using third-party technology consulting as needed.
Adhere to compliance procedures and participate in required compliance training.
Act in accordance with FBT policies and procedures in the employee handbook.