Salesforce Support Administrator

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

MongoDB is seeking a Salesforce Support Administrator for the CRM Support team who is a proactive individual that can help us continually improve and enhance our Salesforce platform, gathering requirements and feedback, designing scalable best practice solutions, and managing the product roadmap. The Salesforce Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction as a priority.

We are looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, to quickly identify improvement areas. The Salesforce Administrator should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. The ideal candidate will be liaising with stakeholders at all levels, with the ability to communicate technical information in layman's terms, clearly explaining design/logic options and their potential impact.

This role can be based out of our New York City office.

Responsibilities

• Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations
• Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management
• Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)
• Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security
• Experience integrating Salesforce with other applications (Xactly/Clari/Dell Bhoomi/Mulesoft etc)
• Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations
• Experience with deployment, versioning, and DevOps tools preferably Gearset
• Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolved
• Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities
• Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully
• Handle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentment
• Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

Minimum Requirements

• 7+ years of work experience in Engineering, Programming, or Technical Support and API integration;
• Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
• Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
• Excellent written and verbal communication skills
• Problem Solver with technical capability and solving skills
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure

Preferred Requirements

• Salesforce Certifications
• Clear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)
• Experience working with scripting languages and Web Architecture Principles
• Prior hands-on development experience, ability to read, write and debug code
• Previous experience working in a SCRUM or agile environment is a plus

To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.