Salesforce CRM Associate or Analyst

At MCE, we tackle the climate crisis with a shared commitment to innovation, community, and equity. Together, we foster an inclusive, collaborative, and flexible work environment where creativity thrives, work-life balance is prioritized, and every voice is valued. MCE is a not-for-profit public agency that has set the standard for clean energy in our communities since 2010. We provide more renewable power at stable rates, and deliver cutting-edge energy programs to residents and businesses across four Bay Area counties: Contra Costa, Marin, Napa, and Solano. Our team, drawn from all walks of life, embodies a shared passion for environmental stewardship and community service. You’ll work alongside dedicated professionals innovating and collaborating to make our communities more energy-efficient, resilient, and sustainable.

MCE is in the San Francisco Bay Area, with offices in San Rafael and Concord. Employees have the option to work remotely, in a hybrid arrangement, or in the office, depending on the role responsibilities and any in-person meeting requirements.

About the role

Under the direction of the Director of Business Solutions, the Salesforce CRM Associate or Analyst ensures MCE’s CRM effectively supports user and agency needs. This role gathers requirements, documents requests, designs and deploys solutions, resolves support tickets, trains users, and manages sandboxes and licenses. The role serves as a business analyst and product management professional, developing strong knowledge of MCE’s CRM. Working across departments and with external consultants, the Associate or Analyst translates program needs into practical system solutions, manages expectations, provides responsive support to staff, and ensures timely administrative updates.

Responsibilities

• Implement project plans aligned with department goals, maintaining an understanding of how various team members use Salesforce, and serving as a resource for the TA team and as the first line of issue spotting/testing for new Salesforce developments.
• Plan releases based on business priority, complexity, dependency, and feasibility, and communicate the release plan with stakeholders.
• Support, coordinate, and facilitate triage and investigation meetings as needed.
• Assist in functional and technical discussions and communicate effectively with a variety of audiences, moving between providing functional/technical design data.
• Elaborate requirements to identify and document user stories, track them for development and deployment.
• Define and document solutions, secure sign-off from stakeholders, and work with internal and external development teams across time zones to ensure the agreed solution is delivered on time.
• Develop test strategies, document test scenarios, validate delivered solutions, and coordinate change management with all relevant stakeholders to ensure smooth production rollout.
• Provide functional support to end-users and facilitate testing of new Salesforce functionality rollouts.
• Configure Salesforce changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, and reports.
• Manage data flows, import, and export data using native Data Import Tool, Data Loader (online and offline), and other data management tools.
• Ensure the integrity of MCE’s Marketing Solution with proper integrations to the CRM application.
• Educate end-users on Salesforce functions by 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.
• Work closely with stakeholders throughout the project lifecycle, ensuring alignment with business objectives, and optimizing existing infrastructure.
• Ensure data privacy, security, and compliance with industry standards.

Requirements

The CRM Associate differs from the CRM Analyst in the level of autonomy, education, experience in related fields, and certification requirements. The CRM Analyst will provide recommendations based on platform and industry knowledge to improve processes and programs, and will also provide greater support in vendor communication on specific needs or resolutions.

Qualifications

Salesforce CRM Associate

• Salesforce Certifications, Required: Salesforce Administrator Certification
• Salesforce Certifications, Preferred: Salesforce Service Cloud Consultant Certification, Salesforce Marketing Cloud Consultant Certification, Salesforce Platform Developer 1 Certification
• Education and Experience: Bachelor's degree in engineering, Computer Science, IT, mathematics, or related fields. A minimum of three (3) years of demonstrated experience in Salesforce Service Cloud and Marketing Cloud.
• Experience with Automated Testing solution and Copado Robotic Test.
• Preferred experience working with diverse communities and vulnerable customers.

Salesforce CRM Analyst

• Salesforce Certifications, Required: Salesforce Service Cloud Consultant Certification, Salesforce Marketing Cloud Consultant Certification
• Salesforce Certifications, Preferred: Salesforce Platform Developer 1 Certification
• Education & Experience: Bachelor of Science degree in Engineering, Computer Science, IT, mathematics, or related field. A minimum of four (4) years demonstrated experience in Salesforce Service Cloud and Marketing Cloud.
• Experience with Automated Testing solution and Copado Robotic Test is required.
• Preferred experience working with diverse communities and vulnerable customers.

Knowledge (Both Associate and Analyst)

• Experience with CI/CD/DevOps processes and tools, and Copado Express.
• California Consumer Privacy Act and implications using Salesforce.
• Demonstrated knowledge and experience in the design and development of software, including basic knowledge of secure software development.
• Advanced understanding of common software architectures, data optimization strategies, and IT infrastructure technologies, especially presentation layer technologies.
• Effective project management techniques.
• Standards, laws, regulations, mandates, and internal processes applicable to Community Choice Aggregation (CCA), the California electric utility market, regulatory agencies, and public agencies.

Knowledge (Analyst Only)

• Interpret and analyze business needs, user requirements, and technical constraints, and identify ways in which software or web design, development, and application of technology and systems can support the agency’s needs.
• Proficient at analyzing requirements, developing functionality, specifications of documents, and documenting and executing business process-specific test scenarios.
• Microsoft Office Suite, including Word, Outlook, and PowerPoint.
• Developing APEX code meeting SFDC standards, merging code between multiple developers, resolving conflicts in the CI/CD environment.

Pay

Starting Salary Range:

• Salesforce CRM Associate: $85,446.82 - $106,023
• Salesforce CRM Analyst: $113,051 - $147,691

Benefits

MCE offers a competitive compensation package based on the candidate’s experience and qualifications, along with generous benefits, including:

• Fully paid health insurance premiums
• Parental leave
• Dependent care subsidies
• Student loan repayment
• Employee wellness program

About the Team

The Technology and Analytics (TA) team furthers MCE’s pursuit to find more innovative solutions to the challenges facing 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 by hard data. The TA team is also responsible for all of MCE’s operational platforms, from MCE’s email system to its CRM platform. TA provides the infrastructure that allows MCE to maintain its operational readiness while also managing cybersecurity threats and the privacy of MCE’s customer data.

Work Environment

MCE offices support an environment that is accessible to those with reduced mobility. MCE makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, and other conditions protected by applicable law.