Salesforce Support Associate

Job Description:

Cambria is looking for a motivated, detail-oriented Salesforce Support Associate to join our Sales Support & Operations team. This is an entry-level role designed for someone who is passionate about learning the Salesforce ecosystem and eager to help maintain a clean, efficient, and high-performing CRM environment, while supporting the field sales and your senior Salesforce Certified Administrators.

In this role, you won't just be clicking buttons; you’ll be the backbone of learning Salesforce data integrity, supporting senior administrators in building solutions that empower our sales and marketing teams on the platform.  This is an entry level role that includes repetitive tasks under the supervision of senior admins, which will provide the foundational learnings to become a Salesforce Certified Administrator. 

Essential Duties & Responsibilities:

• User Support: Act as the first point of support contact for basic user inquiries, password resets, and navigation assistance.

• Data Stewardship: Perform regular data audits, de-duplication tasks, and mass uploads using Data Loader or similar tools.

• System Maintenance: Assist in creating basic requirements in Jira and creating user stories for SF Administrators to update basic fields, page layouts, and picklists based on evolving business needs.

• Custom Reporting Requests: Build and maintain basic and custom reports and dashboards to help stakeholders visualize key performance indicators (KPIs).  Learn and master how to create summary formulas.

• Standard Operations Process (SOP) Documentation: Maintain up-to-date documentation on internal processes, training materials, and system changes.

• Salesforce Data Library/Data Dictionary Maintenance:   

  • Audit Descriptions: Ensuring every custom field in Salesforce has a filled-out "Description" and "Help Text."

  • Update Mapping: When a manager asks to change a picklist value (e.g., changing "In Progress" to "Under Review"), you update the dictionary to reflect the change.

  • Standardization: Making sure "Phone Number" is labeled the same way across different objects (Leads, Accounts, Contacts).

  • Documentation Clean-up: Archiving old process maps or "How-To" guides that are no longer relevant after a system update.

  • Version Control: Ensuring the team is looking at the most recent version of a data upload template.

  • Gap Identification: Noticing if a new feature was launched but no one wrote down what the new fields do.

• Agentforce Maintenance:

  • Knowledge Article Tagging: You will ensure that support articles (the "Data Library") are properly tagged and updated so the AI doesn't give customers outdated instructions.

  • Prompt Template Auditing: You’ll use the Prompt Builder to check if the data being pulled into an AI email or summary is coming from the correct fields (defined in your Data Dictionary).

  • Field Mapping for AI: If any new AI agent needs to know a customer's "Preferred Contact Time," you ensure that field exists and is populated so the agent can use it.

• UAT Testing: Assist in User Acceptance Testing (UAT) for new features or integrations before they go live.

• Ongoing Sales Training & Enablement:

  • Salesforce Enablement (formerly myTrailhead): This role will be tasked with creating or updating internal Cambria "trails." For example, if Cambria launches a new product, you’ll build a small quiz or a learning module inside Salesforce or Slack to certify that the sales team understands the new pricing.

Qualifications & Skills:

• Strong organizational skills, attention to detail and the ability to multitask at a high level 

• Strong sense of urgency

• Must be reliable with a positive attitude, a strong work ethic, and good listening skills

• Ability to work in an environment with high expectations and accountability 

• Excellent interpersonal, verbal and written communication skills and a collaborative team player

• Demonstrated commitment going above and beyond to help customers, system users, or patrons in solving problems or locating information

• A solid understanding of the Salesforce data model (Objects, Relationships, and Fields).

• Ability to problem solve with a "detective" mindset—you enjoy figuring out why a report isn't pulling the right data or why a flow didn't trigger.

• Ability to explain technical concepts to non-technical users with patience and clarity.

• Must pass within 3-4 months your Salesforce Certified Associate Certificate.

• Must pass within 6-9 months your Salesforce Certified Administrator (preferred you pass or a defined, clear path toward completion).

Minimum Requirements:

Education:  Bachelor’s degree preferred in business or related field

Experience: 0–1 years of experience. We value hands-on project work, Trailhead badges, or internships.

Systems: Google Suite, Microsoft Office Suite, experience working with Salesforce or a similar CRM is preferred
 

Additional Requirements:

Managerial Requirements: N/A

Physical Requirements: Able to lift up to 20 pounds occasionally / sparingly (office supplies, packages, samples). May need to bend, reach, walk, or stoop occasionally. Prolonged periods sitting at a desk and working on a computer.

Travel Requirements: May be required to travel between local Cambria locations

Cambria’s starting hourly range for this position is $27.90 - $34.02. Hourly ranges are determined by role, level, and location. The range displayed on each job posting reflects the target for new hires for the position. Individual pay is determined by several factors, including work location, job-related experience, and relevant education and/or training.

Cambria offers a competitive benefits package that encompasses Health and Dental Insurance, Paid Time Off, 7 paid Holidays , 401(k) plus matching, Discretionary Profit Sharing, Flexible Spending Account; Life, Supplemental Life, and Disability Insurance; Referral Program, Tuition Reimbursement, Employee Assistance Program, Employee Discount and Professional Development Assistance.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At Cambria, dedication to philanthropy and our people is at the heart of who we are. We strive to make a meaningful difference in the world every day by prioritizing employee well-being and fostering inclusivity and empowerment. Under the banner of CambriaCares, our philanthropic endeavors show our commitment to our people and our community to uplift kids, support education, and contribute to a sustainable future.

For additional company information, please visit www.CambriaUSA.com

An offer of employment is contingent upon the successful completion of a background verification check, subject to applicable laws and regulations. The results will be reviewed based on the individual's record, and the specific duties and requirements of the job.