Salesforce CRM Administrator

First Bank & Trust•Brookings, SD

About The Position

The Salesforce CRM Administrator works with FBT partners to identify, design, and implement innovative CRM solutions. The role administers CRM and its security, architects and customizes solutions and the CRM data model, designs business processes using workflow and automation tools, incorporates advanced analytics and reporting, and optimizes system performance. Its primary focus is using CRM to build digital, integrated, efficient, and scalable business processes that improve client and employee experiences. The position architects, administers, supports, and maintains a highly available enterprise-wide CRM system. It translates user requirements into technical architecture, data models, and specifications, and works with business stakeholders and technical teams to deliver, integrate, secure, maintain, and optimize CRM. The administrator maintains model and data integrity, documentation, access controls, data quality, change and release processes, backups, and business continuity and recovery procedures. The role also supports compliance and audit readiness, vendor relationships and reviews, licensing decisions, and recommendations on relevant technology and industry developments.

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, 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 capabilities that enhance client relationships and support strategic objectives.
Collaborate with Data Engagement, Data Platform, Banking Systems, Information Security, and IT teams to develop, build, integrate, secure, maintain, and optimize CRM.
Maintain working relationships with partner organizations, the CRM vendor, and related entities, including completing annual vendor reviews as required.
Maintain CRM model integrity and document data sources, API integrations, workflows, and automations.
Design, build, integrate, and implement CRM business processes, prioritizing out-of-the-box solutions and recommending model expansion or custom development when necessary.
Troubleshoot CRM environments, provide support, and complete maintenance; coordinate system integration and data imports and exports with DBAs, data engineers, developers, and banking system administrators.
Work with Information Security to monitor system access, user trends, and auditing.
Administer change control; serve as a contact for system questions and data-integrity issues; manage production and sandbox backups and refreshes; improve release processes; and maintain baseline code and configuration across production and test environments.
Ensure and continuously improve data quality through infrastructure, controls, business processes, workflows, and validation rules; work with the Data Governance Committee on data literacy and data-quality procedures.
Ensure data privacy, security, compliance, and access adhere to corporate policies; maintain business continuity and recovery plans and procedures; and keep CRM systems and documentation ready for exams and audits.
Research licensing models to support availability and cost effectiveness, track industry and technology developments in CRM and analytics, and recommend appropriate advances.
Maintain technology knowledge through industry seminars and training, and use 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.