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Salesforce.com Administrator (Hybrid)

The Hanover Insurance Group · New Hampshire, United States · 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, user training, and break/fix support. The Salesforce Administrator will resolve user support cases, manage system enhancements, and ensure data integrity.

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

Responsibilities

  • User Support/Case Management (Est. 60%):
    • Provide end users with responsive and satisfactory support for all Salesforce.com cases, including documentation, tracking, and resolution.
    • 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 provide day-to-day support.
    • 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.

Key Measures of Success

  • User Support/Case Management:
    • High degree of customer satisfaction with timely responses to support requests.
    • Documentation of all cases, user communications, and resolution details.
    • Creation of best practices, process maps, and procedures for case resolution and issue escalation.
    • Positive feedback from the end-user population.
  • System Enhancement and Operational Support:
    • Partnership with the Salesforce Director to understand and execute business requirements for enhancement projects.
    • Independent and efficient design of enhancements in the Salesforce test environment.
    • Close collaboration with stakeholders during the design process to reach acceptable iterations.
    • Development of deployment, communication, and training plans for enhancements.
    • Accurate deployment of enhancements from lower to higher environments.
    • Independent handling of ad hoc and ongoing data improvement initiatives with appropriate communication of 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 in-depth knowledge of 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 obtaining results.
  • Capability to manage multiple priorities and tasks simultaneously.
  • Effective organization and time management skills.
  • Ability to adapt to new or changing situations, requirements, or priorities.
  • Strong analytical ability and comfort working with data.
  • Interpersonal and relationship-building skills; ability to work well individually and within a team.
  • Solid verbal/written communication and listening skills, with the ability to communicate across all employee and management levels.
  • Detail and quality-oriented with problem-solving ability.
  • 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).
  • 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.

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