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Salesforce.com Administrator (Hybrid)

The Hanover Insurance Group · Greater Hartford · 2 mo ago
Full-time

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives, and inclusive corporate culture.

About the role

As a key member of the Salesforce team, this role will support Salesforce.com Sales Cloud to enable effective and efficient execution of sales, underwriting, and marketing best practices through system enhancements, system tasks, user training, and break/fix. The Salesforce Administrator will partner closely with business stakeholders to deliver practical, scalable, and impactful solutions while managing day-to-day administration, including configuration, reporting, and user support.

This is a full-time, exempt role based in Portland, ME; Boston, MA; Bedford, NH; Worcester, MA; or Windsor, CT, with hybrid work arrangements and travel to Worcester, MA approximately twice per month.

Responsibilities

  • User Support/Case Management (Est. 60%):
    • Provide end users with responsive and high-quality support in documenting, tracking, and resolving Salesforce.com cases.
    • Identify trends, system issues, and training opportunities to proactively minimize user issues and enhance the user experience.
    • Manage Salesforce.com licensing requests and terminations.
    • Host scheduled and structured one-on-one and small-group Salesforce user training sessions.
    • Field ad hoc questions from users and address day-to-day support needs.
    • Insert, update, and delete large data sets en masse using common API tools.
    • Create and enhance reports and dashboards for users to monitor key business metrics and Salesforce.com utilization.
    • Develop and manage internal reports, dashboards, and processes to continuously monitor system data integrity.
  • System Enhancement and Operational Support (Est. 40%):
    • Execute Salesforce.com enhancement projects from design through delivery.
    • Create and modify Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, and User Profiles.
    • Conduct proactive data analysis, providing insights and recommending innovative improvements.
    • Monitor and cleanse data in Salesforce.com to ensure accuracy, consistency, and relevance.
    • Partner with stakeholders to develop deployment, communication, and training plans for enhancements.
    • Accurately deploy new enhancements from lower to higher environments.
    • Independently address ad hoc and ongoing data improvement initiatives.

Key Measures of Success

  • User Support/Case Management:
    • Deliver high customer satisfaction with timely responses and appropriate solutions.
    • Document all cases, user communications, and resolution details.
    • Create definable, repeatable processes for case resolution and issue escalation.
    • Gather and incorporate feedback from the end-user population.
  • System Enhancement and Operational Support:
    • Partner with the Salesforce Director to understand and execute business requirements.
    • Independently and efficiently design enhancements in the Salesforce test environment.
    • Collaborate with stakeholders to iterate and finalize enhancements.
    • Develop and execute deployment, communication, and training plans.
    • Address data improvement initiatives and communicate outcomes.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • 1-2+ years of hands-on experience administering Salesforce.com, including Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles, Reports, Dashboards, and Data Loader (or equivalent).
  • Solid Excel experience, including data manipulation, formulas, and pivot tables.
  • Experience with one-on-one and/or small-group training/presentations.
  • Working knowledge of Salesforce.com Marketing Cloud is highly desirable but not required.
  • Insurance and/or Sales experience is desirable but not required.

Skills

  • Highly self-motivated and independent contributor with a proven track record of results.
  • Ability to manage multiple priorities and tasks simultaneously.
  • Strong organizational and time management skills.
  • Adaptability to new or changing situations, requirements, or priorities.
  • Strong analytical ability and proficiency in working with data.
  • Interpersonal and relationship-building skills, with the ability to work well individually and within a team.
  • Solid verbal and written communication skills, with the ability to communicate across all employee and management levels.
  • Detail-oriented with strong problem-solving abilities.
  • Personal drive to continually grow and enhance skills, knowledge, and scope of responsibilities.

Benefits

  • Medical, dental, vision, life, and disability insurance.
  • 401K with a company match.
  • Tuition reimbursement.
  • Paid time off (PTO) and company-paid holidays.
  • Flexible work arrangements.
  • Cultural Awareness Day in support of IDE (Inclusion, Diversity, and Equity).
  • On-site medical/wellness center (Worcester only).

Career Development

Through on-the-job experiences, personalized coaching, and robust learning and development programs, we encourage growth and development at every level to help you succeed and feel fulfilled in your career.

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