Salesforce Administrator

Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards. Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency. Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers and global stakeholders for resolution.

Strategy & Reporting: Define Key Performance Indicators (KPIs) for the support team and provide regular reports to senior management on system health and team performance. Stakeholder Collaboration: Work closely with Marketing and Sales leadership to align CRM support activities with broader business objectives. Resource Planning: Manage team capacity, shift planning, and task delegation to ensure European coverage as required.

Quality Assurance: Audit system changes and documentation to ensure compliance with internal governance and data security standards. YOUR PROFILE: Experience: Proven experience in a Lead or Senior CRM Support role, specifically within the Salesforce ecosystem. Technical Expertise: Advanced knowledge of Salesforce Administration; familiarity with DevOps tools (GitHub) and agile methodologies.

Leadership Skills: Natural ability to motivate a team, manage conflict, and lead by example in a high-pressure environment. Strategic Thinking: Strong analytical skills with the ability to transform support data into actionable system improvements. Communication: Exceptional English communication skills, with the ability to translate technical concepts for non-technical business leaders.

Soft Skills: High emotional intelligence, negotiation skills, and a "people-first" approach to management. Proactive Mindset: A drive to stay ahead of Salesforce releases and industry trends to keep the team’s skill set modern.