Salesforce Support Coordinator
About The Position
The Salesforce Support Coordinator provides day-to-day, front-line support for PMCH's Salesforce system, helping program staff use the platform accurately and efficiently in their daily work. This position serves as the primary point of contact for routine user questions, troubleshooting, and system navigation support, while promoting consistent data entry practices and user adoption across the organization. Working closely with the Manager of Data & Impact, the Salesforce Support Coordinator supports PMCH's transition toward data driven program management by maintaining user resources and monitoring system usage. This role plays a key part in ensuring that Salesforce remains a reliable and accessible tool for program staff throughout the organization.
Requirements
- Associates Degree required
- 1 - 2 years of experience working with a CRM/database system required
- Demonstrated experience resolving software access, navigation, or data-entry issues for end users through help desk support, CRM/database administration support, or a similar user-facing technical support role is required
- Demonstrated ability to quickly learn new software systems and technology tools required
- Strong written and verbal communication skills with the ability to explain technical concepts in a clear, approachable manner
- Demonstrated ability to provide patient, professional support to users with varying levels of comfort and experience using technology
- Strong organizational skills and ability to manage multiple requests and priorities simultaneously
- Proficiency with Microsoft Office Suite required
Nice To Haves
- Bachelor's degree preferred
- experience in Salesforce is highly preferred
- Experience creating or maintaining documentation (guides, FAQs, process write-ups) is preferred
Responsibilities
- Serve as the first point of contact for program staff support requests related to Salesforce, including user access issues, navigation questions, data entry troubleshooting, and basic report interpretation
- Escalate issues beyond routine support including system configuration, workflow design, reporting logic, or enhancement requests
- Draft and maintain user-facing documentation, training materials, reference guides, and FAQs to support staff with varying levels of technical proficiency
- Review reports, dashboards, and system activity to identify data entry gaps, inconsistencies, missing information, or trends that may require management attention
- Support onboarding and ongoing staff training activities by coordinating training materials, demonstrations, and follow-up support
- Support the Manager of Data & Impact with day-to-day tasks related to training delivery, documentation updates, and system monitoring
- Track and organize recurring support requests to identify common challenges, training needs, and opportunities for process improvement
- Assist with routine system maintenance activities including user account management, permissions updates, and basic Salesforce administrative support as assigned
- Partner with program staff to reinforce data entry standards, workflow adherence, and system best practices
- Support the Manager of Data & Impact with system testing, documentation reviews, data quality initiatives, and other departmental projects assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
