CRM Administrator - Digital Learning - UTK
About the position The CRM Administrator is responsible for the day-to-day configuration, support, maintenance, and improvement of the Salesforce platform within Digital Learning. This role works closely with business units and cross-functional teams to ensure the system is optimized to support key business functions including sales, service, marketing, and operations. The administrator will manage user setup, security, data integrity, reports and dashboards, workflows, and system integrations, while identifying opportunities for continuous improvement. The ideal candidate is proactive, analytical, and skilled at translating business needs into scalable Salesforce solutions.
Responsibilities
- Perform core administrative functions for the Digital Learning CRM platform, including user management, data integrity, workflow configuration, and system maintenance.
- Serve as a subject matter expert on the CRM’s architecture and data model.
- Manage and enforce a structured sandbox strategy to support development, testing, and deployment.
- Collaborate with developers to manage version control and coordinate code merges.
- Participate in release planning and deployment cycles for CRM enhancements and bug fixes.
- Coordinate and support QA/testing processes across CRM environments.
- Lead root cause analysis for system issues and recommend scalable, long-term solutions.
- Partner with stakeholders and peers to identify and resolve production issues impacting system performance or functionality.
- Engage with end users to gather feedback, understand evolving needs, and inform system improvements.
- Plan, design, and implement custom platform configurations and automation to meet business needs.
- Implement and configure third-party/purchased software solutions within the Salesforce ecosystem.
- Integrate Salesforce with external systems and applications using tools such as APIs, middleware (e.g., MuleSoft), and flat file exchanges.
- Collaborate with external vendors to evaluate, recommend, and implement platform solutions aligned with organizational requirements.
- Coordinate and execute system maintenance and upgrades, ensuring compatibility and minimal disruption.
- Manage environment refreshes and upgrades across sandboxes and production environments.
- Extend and enhance existing applications/systems to support evolving business processes and add new functionality.
- Maintain thorough documentation of integrations, configurations, and implementation processes.
- Ensure platform solutions adhere to security, data governance, and compliance standards.
- Mentor and assist other team members, sharing expertise in Salesforce administration and best practices.
- Collaborate with cross-functional teams, including developers, analysts, and infrastructure staff, on integrated projects and system initiatives.
- Partner with stakeholders and peers to gather feedback, align priorities, and ensure successful platform adoption.
- Actively participate in user groups, professional communities, and internal knowledge-sharing sessions.
- Stay informed on current Salesforce platform updates, release features, certifications, and industry best practices to ensure continuous skill growth and innovation.
Requirements
- Bachelor’s degree in related field or equivalent experience
- Two years of related Salesforce administration, developer, or QA experience.
Nice-to-haves
- Experience working in higher education