Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
We are seeking a highly skilled and proactive Manager - Salesforce Administrator/CRM Manager (Sales Operations) to lead the administration, optimization, and support of our Salesforce platform in alignment with Revenue Operations. This role ensures that our CRM system is effectively enabling sales, marketing, and customer success teams to drive growth, efficiency, and data-driven decision-making.
Key Responsibilities:
- User & License Management: Oversee all aspects of user setup and deactivation, roles, profiles, permissions, and public groups.
- Support & Troubleshooting: Manage user support tickets, provide timely resolutions, and deliver ongoing platform assistance. Act as the first line of defense for troubleshooting issues, debugging, and providing ongoing support to ensure system efficiency.
- Requirements Gathering: Partner with stakeholders across Sales, Marketing, Sales Operations to capture business needs and translate them into Salesforce solutions.
- System Configuration & Enhancements: Implement and maintain Salesforce functionality, including but not limited to Flow Builder, fields, page layouts, record types, custom settings, dashboards, and reports, etc.
- Revenue Operations Support: Collaborate with Revenue Operations to design, configure, and maintain workflows, processes, and reporting that optimize pipeline visibility, forecasting accuracy, and sales performance tracking.
- Adoption & Training: Monitor user adoption, design enablement strategies, and deliver user training programs. Develop and maintain training materials and best practices documentation.
- Analytics & Reporting: Build and optimize dashboards and reports to deliver actionable insights for Sales, Marketing, and Leadership.
- Continuous Improvement: Stay current with Salesforce releases and best practices, recommending enhancements that align with business growth.
- Continuous System Monitoring: Monitor, review and create proactive solutions and recommendations to optimize/improve processes
- Integration: Build and maintain integrations with third-party services and other software solutions to enhance functionality including but not limited to Marketing Automation Platform, Sales Intelligence Platform, ABM Tools/Platforms, Sales Prospecting platforms, Proposal Management/RFP Tools, Project Management Tools, Document Management tools, etc.
- Other Responsibilities: Manage administration of other Sales and Marketing related tools – majority are integrated to Salesforce CRM.
Qualifications:
- Proven experience as a Salesforce Administrator/Developer (with at least 3-5 years experience), with advanced knowledge of Salesforce configuration and customization.
- Understanding of Salesforce sharing and security (roles, profiles, permissions, OWD, sharing rules)
- Experience implementing Salesforce configuration changes, including (but not limited to): automation, fields, page layouts, record types, custom settings, dashboards, and reports
- Strong understanding of Revenue Operations processes and metrics.
- Excellent analytical, problem-solving, and communication skills.
- Strong project management skills
- Ability to collaborate cross-functionally and manage multiple priorities.
- Salesforce Administrator Certification required; advanced certifications preferred.
- Availability and responsiveness to questions
- Excellent relationship-building skills and the ability to liaise with stakeholders at all levels
- Bachelor’s degree in Computer Science, Software Engineering, or a related field is preferred.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
