Salesforce Service Cloud Administrator

Do you thrive in fast-paced environments? Do you love working with Salesforce, designing scalable processes, and driving analytics?

Evolv is looking for an experienced Salesforce professional with a deep knowledge of Service Cloud functionality that will partner with the Customer Experience organization on projects and priorities while operating under the overall Salesforce umbrella and ecosystem.

In the first 30 days, you will:

• Meet with all key people (in person and virtually)
• Begin to build relationships with Customer Experience leadership team members and business users
• Gain access to all relevant internal systems and begin to understand existing processes and tools
• Attend project meetings to gather context on existing initiatives and continue knowledge transfer with the team
• Develop a general understanding of the Customer Experience/Services processes and begin to help to action immediate Service Cloud requests
• Begin solutioning partner accessibility to Service Cloud
• Become knowledgeable in Security permissions within Customer Experience/Services organization
• Start understanding Service Cloud data and analytics needs

Within 3 months, you will:

• Begin to identify Service Cloud gaps and inefficiencies, focusing on process improvements, enhancements, and cleanup
• Continue to support Service Cloud, making decisions (within reason) on how to action requests
• Start executing on Service Cloud Analytics Dashboards and Reports to drive key performance indicators (KPI’s) using CRMA and standard Salesforce
• Streamline case management process
• Solution data flow process from Sales to Services org
• Design and implement Voice of Customer (VOC) tracking process
• Become a reliable go-to person for Customer Experience Organization ready to help where needed
• Establish yourself as the Service Cloud expert at Evolv. Be seen as a reliable person who can help execute items quickly and efficiently
• Proactively identify Service Cloud process inefficiencies and gaps that need to be addressed
• Implement new functionality including automations, analytics dashboards/reports, and custom features/enhancements
• Collaborate with internal teams on renewals framework and design, driving toward execution
• Provide support and training for Customer Experience/Support teams

By the end of the first year, you will:

• Establish yourself as the Service Cloud expert at Evolv. Be seen as a reliable person who can help execute items quickly and efficiently
• Proactively identify Service Cloud process inefficiencies and gaps that need to be addressed
• Implement new functionality including automations, analytics dashboards/reports, and custom features/enhancements
• Collaborate with internal teams on renewals framework and design, driving toward execution
• Provide support and training for Customer Experience/Support teams

• Salesforce Administrator Certification is required for this position
• Service Cloud administration. Working hands-on in Salesforce, as well as collaborating with Customer Experience/Services business stakeholders to come up with solutions to better improve the systems and process flow
• Work closely with Customer Experience/Support stakeholders to develop system architecture and technical designs for complex projects using a combination of out of the box and custom features
• Work within the applications team on implementing solutions and providing best practices to support high growth and scale
• Play the role of liaison between the Customer Experience/Services business users and our technical applications team
• Drive and deliver projects across multiple teams and stakeholders
• Act as a self-starter with a willingness to adjust to and enforce changing processes
• Demonstrate excellent analytical and communication skills with ability to translate technical requirements to business stakeholders
• Strong knowledge of Service Cloud (Service Cloud Consultant Certification preferred)
• Deep understanding of Salesforce architecture and functionality (CPQ, custom objects, flow builder, security/permissions, reporting/dashboards, CRM Analytics, Communities, data structures, etc.)

You will be joining the Revenue Applications team and reporting directly to the Senior Director of Revenue Applications. Our 4-person team sits in the Finance department. The team culture is one based on building trust, collaboration, on-going development through kindness, authenticity, courage, drive, and fun!

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].