SCOPE OF POSITION
Customer experience and internal processes must be supported by digital marketing and sales systems that help connect patients to the services they need and enable team members to address and answer inquiries effectively and efficiently. Salesforce is a key tool Ballad Health uses to meet these needs.

The Salesforce Administrator will be critical to ensuring Ballad Health capitalizes on the benefits offered by the Salesforce customer relationship management (CRM) platform. We are looking for a motivated team player who will help continually enhance our Salesforce implementations by gathering product requirements and actively soliciting user feedback; designing scalable, best-practice-informed solutions; and proactively managing our Salesforce product roadmap. Because the Salesforce user experience is so important to our organization, the Salesforce Administrator should enjoy, and will engage with, all aspects of user management, including providing training and support to staff, as well as designing solutions that both enable efficient workflows and foster user satisfaction as top priorities.

The ideal candidate will have a solid understanding of Salesforce, a strong desire to learn more about the platform, and will strive to understand both our current setup and business objectives, with a goal of quickly identifying areas for improvement and implementing solutions that address those opportunities. The Salesforce Administrator should be comfortable with change management and with prioritizing and communicating all aspects of Salesforce projects. The candidate will also be comfortable interacting with stakeholders at every level, translating technical information into lay terms and clearly explaining design options and their potential impacts.

Other duties include creating and managing user accounts, maintaining CRM databases, building custom Salesforce reports and dashboards, and managing updates and vendor relationships.
Responsibilities

• Ensures optimal performance of Salesforce systems and products, including Service Cloud, Sales Cloud, Health Cloud and other possible future Salesforce product implementations
• Upgrades and configures Salesforce systems for optimal integration
• Manages Salesforce roles, profiles, sharing rules, workflows and groups
• Designs scalable, best-practice-informed solutions
• Imports department leads, contacts and other data
• Maintains the Salesforce Service Cloud, Sales Cloud and Health Cloud
• Builds custom reports and dashboards
• Works with department leadership, other stakeholders and users to identify platform opportunities and priorities and help develop the platform roadmap
• Performs database maintenance tasks, including diagnostic tests and duplicate entry cleansing
• Evaluates and installs new Salesforce releases
• Owns communication of platform changes to stakeholders and users
• Provides training and support to new users, as well as existing users on future updates/upgrades and system enhancements
• Provides timely responses to stakeholder and user needs and questions
• Documents processes, including error reports and changes to field history tables
• Prepares reports for other teams and departments
• Identifies unused or underutilized platform features and promotes platform adoption
• Manages platform sandbox
• Stays informed on Salesforce and related industry developments

Requirements

• Salesforce certified administrator or Salesforce advanced administrator certification
• Extensive experience in the administration and maintenance of Salesforce systems
• Experience performing Salesforce upgrades and ensuring successful implementation
• Exceptional ability to create and maintain Salesforce databases
• In-depth knowledge of Salesforce products and functionality
• Proficiency in creating Salesforce profiles, allocating roles, and managing access
• Knowledge of importing sales data and generating Salesforce reports
• Ability to prioritize and balance multiple projects and tasks in a deadline-focused environment
• Ability to translate external and internal customer insights into streamlined, user-friendly solutions
• Ability to provide Salesforce training and support through strong written and oral communication and presentation skills that translate well to internal teams and outside partners
• Reliable, professional, assertive, resourceful, very well organized with strong attention to detail
• 2-3 years hands-on experience as Salesforce administrator in a similar environment; healthcare/hospital industry experience a plus
• BA/BS/MS degree in marketing technology, computer science or a related field and/or equivalent work experience and professional qualifications
• Commitment to ongoing professional growth and up-to-date platform-specific skills

REPORTING RELATIONSHIP
See table of organization

EDUCATION AND EXPERIENCE
BA/BS/MS degree in marketing technology, computer science or a related field and/or equivalent work experience and professional qualifications