Salesforce Customer Relationship Management (CRM) Analyst

MCE • Concord, CA

16h • $113,051 - $147,691 • Hybrid

About The Position

At MCE, we tackle the climate crisis with a shared commitment to innovation, community, and equity. Together, we foster an inclusive, collaborative, and flexible work environment where creativity thrives, work-life balance is prioritized, and every voice is valued.
MCE is a not-for-profit public agency that has set the standard for clean energy in our communities since 2010. We provide more renewable power at stable rates, and deliver cutting-edge energy programs to residents and businesses across four Bay Area counties: Contra Costa, Marin, Napa, and Solano. Our team, drawn from all walks of life, embodies a shared passion for environmental stewardship and community service. You’ll work alongside dedicated professionals innovating and collaborating to make our communities more energy-efficient, resilient, and sustainable.
MCE is in the San Francisco Bay Area, with offices in San Rafael and Concord. Employees have the option to work remotely, in a hybrid arrangement, or in the office, depending on the role responsibilities and any in-person meeting requirements. I am happy to provide more details if needed.
We value a range of experience. Even if you feel that you do not meet all of the qualifications, we encourage you to apply. Application materials will be reviewed on a rolling basis.
The Technology and Analytics (TA) department furthers MCE’s pursuit to find more innovative solutions to the challenges facing Community Choice Aggregations (CCAs) today. The team uses its deep knowledge of technology and data sciences to provide platforms, systems and facilities to the wider MCE team so that decision makers can be confident that their choices are backed up by hard data. The TA team is also responsible for MCE’s Customer Relationship Management (CRM) system and its Data Analytics Platform. TA provides the infrastructure that allows MCE to maintain its operational readiness while also being accountable for cybersecurity threats and the privacy of MCE’s customer data.
Reporting to the Manager of Business Solutions, the Salesforce CRM Analyst ensures effective CRM utilization and addresses the needs of MCE users. Responsibilities include gathering requirements, documenting user requests, designing and deploying solutions following software engineering best practices, resolving support tickets, training end users, and managing sandboxes and licenses. The analyst will also collaborate with consultants and contractors and perform additional assigned duties.
The CRM Analyst acts as an experienced business analyst and product management professional with a thorough understanding of MCE’s CRM and user requirements. This role collaborates across departments and with external consultants to ensure user needs are addressed and the CRM is updated as needed. The analyst is responsible for maintaining high customer service standards for MCE staff, ensuring timely updates to administrative tools, understanding agency program needs, managing expectations for system solutions, and aligning CRM initiatives with agency goals.

Requirements

• Salesforce Service Cloud Consultant Certification
• Salesforce Marketing Cloud Consultant
• Proficiency in CICD (Continuous Integration and Continuous Delivery) /DevOps processes and tools, Copado Express and Copado Robotic Test
• Proficiency at analyzing requirements, developing functional, specifications documents, and documenting and executing business process-specific test scenarios.
• Proficiency in Microsoft Office Suite, including Word, Outlook, and PowerPoint.
• Experience with Automated Testing solutions.
• Bachelor of Science degree from an accredited college in Engineering, Computer Science, IT, mathematics or a related field.
• Minimum of four (4) years demonstrated experience in Salesforce Service Cloud and Marketing Cloud.
• Experience with Automated Testing solution, and Copado Robotic Test
• Data Optimization strategies.
• California Consumer Privacy Act and implications on Salesforce.
• Interpreting and analyzing business needs, user requirements, and technical constraints and identifying ways in which software or web design, development, and application of technology and systems can support the agency’s needs.
• Demonstrated knowledge and experience in the design and development of software, including basic knowledge of secure software development.
• Enterprise software architecture and IT infrastructure technologies.
• Effective project management techniques.
• Developing APEX code, merging code between multiple developers, resolving the conflicts in the CICD environment.
• Coding standards on APEX.

Nice To Haves

• Salesforce Platform Developer 1

Responsibilities

• Implementing project plans aligned with department goals maintaining an understanding of how various team members use Salesforce serving as a resource for the TA team.
• Planning the releases based on various factors such as business priority, complexity, dependency, and feasibility and communicate the release plan with stakeholders.
• Supporting, coordinating, and facilitating investigation meetings as needed.
• Assisting in functional and technical discussions and communicating effectively with a variety of audiences, moving between providing functional/technical design data.
• Refining and detailing the requirements to identify and document user stories, to track them for development and deployment.
• Validating the delivered solutions, facilitating testing and training and coordinating change management with all relevant stakeholders ensuring smooth production rollout.
• Ensuring the integrity of MCE’s Marketing Solution with proper integration into a CRM application- ensuring data privacy, security and compliance with industry standards.
• Educating end-users on Salesforce functions with the purpose of developing and implementing training plans and learning materials as well as providing virtual or in-person training. opportunities for staff at either of MCE’s offices located in San Rafael and Concord, CA.
• Supporting and coordinating with the offshore/onsite CRM development teams on various requirements and ticket resolution.
• Reviewing the developed code and merging code between multiple developers, resolving conflicts in the CICD environment, to audit and enforce required changes on findings.

Benefits

• Competitive compensation package offered, based on candidate experience along with generous benefits and perks, including fully paid premiums for health insurance, parental leave, dependent care subsidies, student loan repayment, and employee wellness program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level