Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Senior CRM analyst optimizing Salesforce and Certinia PSA for CDW, a technology solutions provider. Driving integrations, administration, process improvements, and sales insights.
Responsibilities
- Serve as a subject matter expert for Certinia PSA and Salesforce applications
- Support integrations, user adoption, business analysis, and standard Salesforce administration
- Lead and support technical development and process re-engineering initiatives
- Collaborate with stakeholders to analyze and support application utilization
- Gather and analyze requirements, architect solutions, and develop integrations between Certinia PSA and back-end financial systems
- Maintain and update stakeholder documentation and promote best practices
- Enhance business workflows, efficiency, and information systems
- Troubleshoot Salesforce issues, identify root causes, and implement solutions with development teams
- Manage Salesforce administration activities, including sandbox refreshes, managed package installations, configuration changes, software updates, and release validations
- Develop and maintain Salesforce reports, dashboards, and data analysis solutions
- Participate in testing, validation, and deployment of Salesforce enhancements, features, configuration changes, and third-party applications
- Review configurations, workflows, and business processes to identify improvements and implement best practices
- Provide technical support and guidance to business users, manage service requests, document changes, and recommend Salesforce solutions
Requirements
- Bachelor’s degree in Business or an IT-related field, or equivalent experience
- Salesforce Administration or equivalent Certification
- 5 years of hands-on experience with Salesforce administration and development
- Ability to manage multiple priorities concurrently, adapt to changing business needs, and consistently meet deadlines
- Exceptional planning and organizational skills, acute attention to detail, and robust problem-solving capabilities
- Ability to understand and articulate complex business problems and their impacts
- Hands-on experience configuring Salesforce or similar CRM products, including workflows, validation rules, and security controls
- Experience with Salesforce administration, development, integrations, reports, dashboards, testing, validation, deployment, configuration, and troubleshooting
Benefits
- Market-competitive total rewards packages
- Salaries based on a 40-hour workweek
- Bi-weekly payroll schedule
- Equitable, transparent, and respectful hiring process
- Supportive, collaborative work environment
- Growth and professional development support
- Equal opportunity employment
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