Salesforce Customer Relationship Management (CRM) Analyst

About the Technology & Analytics Department

The Technology and Analytics (TA) department furthers MCE’s pursuit to find more innovative solutions to the challenges facing Community Choice Aggregations (CCAs) today. The team uses its deep knowledge of technology and data sciences to provide platforms, systems and facilities to the wider MCE team so that decision makers can be confident that their choices are backed up by hard data. The TA team is also responsible for MCE’s Customer Relationship Management (CRM) system and its Data Analytics Platform. TA provides the infrastructure that allows MCE to maintain its operational readiness while also being accountable for cybersecurity threats and the privacy of MCE’s customer data.

As a Salesforce CRM Analyst

Under the direction of the Manager of Business Solutions, the Salesforce CRM Analyst is responsible for ensuring that the CRM is being effectively utilized and is meeting the needs of CRM users within MCE. This position will gather requirements, document users’ requests, design and deploy solutions based on best practices of software engineering, track and resolve support tickets, train end users, and carry out sandbox and license management.  This position will also work with consultants and contractors and perform other duties as assigned. 

As the Salesforce CRM Analyst, you will serve as an experienced business analyst and product management professional, developing an in-depth understanding of MCE's CRM and the needs of CRM users within MCE. Your role will involve extensive cross-departmental collaboration and working with external consultants to ensure user needs are recognized and the CRM is updated accordingly. This position offers a great opportunity for professional growth and learning as you work to understand the agency's program needs and communicate and manage expectations for system solutions. 

Key Responsibilities: Salesforce CRM Analyst

• Implementing project plans aligned with department goals maintaining an understanding of how various team members use Salesforce serving as a resource for the TA team.
• Planning the releases, based on various factors such as business priority, complexity, dependency, and feasibility and communicate the release plan with stakeholders.
• Supporting, coordinating, and facilitating investigation meetings as needed.
• Assisting in functional and technical discussions and communicating effectively with a variety of audiences, moving between providing functional/technical design data.
• Refining and detailing the requirements to identify and document user stories, to track them for development and deployment.
• Validating the delivered solutions,  facilitating testing and training and coordinating change management with all relevant stakeholders ensuring smooth production rollout.
• Ensuring the integrity of MCE’s Marketing Solution with proper integration to a CRM application- ensuring data privacy, security and compliance with industry standards.
• Educating end-users on Salesforce functions with the purpose of developing and implementing training plans and learning materials as well as providing virtual or in person training. opportunities for staff at either of MCE’s offices located in San Rafael and Concord, CA. 
• Supporting  and coordinating with the offshore/onsite CRM development teams on various requirements and ticket resolution.
• Reviewing the developed code and merging code between multiple developers, resolving conflicts in the CICD environment, to audit and enforce required changes on findings.

Qualifications

Experience & Education

• Education: A Bachelor of Science degree in Engineering, Computer Science, IT, mathematics or a closely related field.
• Experience: Minimum of four (4) years demonstrated experience in Salesforce Service Cloud and Marketing Cloud.

Required Salesforce Certifications

• Current Salesforce Service Cloud Consultant- Required
• Current Salesforce Marketing Cloud Consultant- Required 

Preferred Salesforce Certifications

• Current Salesforce Platform Developer 1- Preferred 
• Current Salesforce Platform Developer 2- Preferred

Required Skills

• Proficiency in CICD/DEVOPS processes and tools, Copado Express and Copado Robotic Test
• Proficiency at analyzing requirements, developing functional, specifications documents, and documenting and executing business process-specific test scenarios.
• Proficiency in Microsoft Office Suite, including Word, Outlook, and PowerPoint.
• Experience with Automated Testing solutions.
  • Preferred
    • Experience working with diverse communities and vulnerable customers.
    • California residence for a candidate residing within commutable distance of MCE offices. MCE offices are in San Rafael, and Concord CA.

Knowledge of:

• Data Optimization strategies. 
• California Consumer Privacy Act and implications on Salesforce.
• Interpreting and analyzing business needs, user requirements, and technical constraints and identifying ways in which software or web design, development, and application of technology and systems can support the agency’s needs.
• Demonstrated knowledge and experience in the design and development of software, including basic knowledge of secure software development. 
• Advance understanding of Enterprise software architecture and IT infrastructure technologies.
• Effective project management techniques.
• Developing APEX code, merging code between multiple developers, resolving the conflicts in the CICD environment.
• Coding standards on APEX.

Compensation & Benefits

Competitive compensation package offered, based on candidate experience along with generous benefits and perks, including fully paid premiums for health insurance, parental leave, dependent care subsidies, student loan repayment, and employee wellness program. 

Starting Salary Range:  Salesforce CRM Analyst  $109,758.-$143,390.04

Application Process

As a part of the application process for Salesforce CRM Analyst  all candidates must:

• Complete the short application process online answering all applicable questions. 
• Submit a current resume.
• Submit a cover letter on how your current /previous experience has prepared you to be considered for this MCE position.

As we narrow our top pool of applicants, candidates moving through the recruitment process may participate in an initial call, face to face cross-team panel Interview, and face to face executive interview. Additional skills assessment may be requested.

Applications will be reviewed on a rolling basis and initial screens scheduled when a qualified pool of candidates has been identified. MCE Reserves the right to close the recruitment at any time.

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