Salesforce Support Associate

Position Summary

As a Salesforce Support Associate, you’ll work on the Shared Services Technology & Operations Team as a key member of our Colleague Support Team to aid in end user success and assist with the growth and efficiency of Cerity Partners’ Service Cloud Salesforce Instance. The ideal candidate is obsessed with helping our colleagues get the most out of the Salesforce platform, enjoys working in a team environment, and is interested in a role that focuses on support tickets, training, adoption, and documentation. You will collaborate with the Salesforce Development Team to support and improve the Salesforce platform, create documentation, manage users, and act as the first line of support for end users through internal ticketing tools.

Primary Responsibilities 

• Resolve user support requests through our ticketing system, following support metrics for first response and resolution.

• Focus on providing excellent customer service and acting as the first line of contact for internal users.

• Manage user accounts including onboarding/offboarding.

• Assist with user training, including orientation, new functionality releases, best-practices to enhance and increase user knowledge and adoption.

• Create and update documentation in firm-wide and team facing knowledgebases.

• Manage and monitor data quality of Salesforce using reports, dashboards, and ad-hoc queries.

• Implement processes and procedures to ensure Cerity Partners client data meets or exceeds firm standards.

• Assist with data load activities including preparation, load, and validation.

• Work collaboratively with other team members to assist with the customization, documentation, and management of ongoing system enhancements to meet the organization’s goals and initiatives.

• Special Projects: Work on a diverse set of special projects, ranging from unique multi-system client onboarding buildouts to corporate data reporting and visualization.

Required Qualifications

• 1+ years of experience as a Salesforce Administrator or Trailhead Ranger rank preferred.

• Obtain Salesforce Certified Associate certification within 6 months of hire date.

• Obtain Salesforce Administrator Certification within 12 months of hire date.

• Ability to work independently with a fully remote team.

• Experience working with users of a diverse technical skillset.

• Ability to act on support requests in a professional manner to address support issues, using problem solving skills to determine short-term and/or long-term resolution and effectively communicate resolution tailored to the audience.

• Ability to continuously grow and learn new tools/skills as projects require.

• Team player who leaves their ego at the door and has a growth mindset, welcoming feedback with the goal of continuous improvement.

• Interest in developing personal network through participation in the Trailblazer Community, networking events, and technology organizations.

• Passion and experience in the Financial Services industry a plus.

The Team

Shared Services Technology is a department within Cerity Partners that focuses on internal tool development at Cerity Partners. We tackle big projects like building data integrations between 30 different systems using Linux and Python hosted on Azure, creating contract processing automation within Salesforce, building custom revenue commission split tracking tools, data warehousing, and more. We are currently 30 people strong, with 7 of those individuals focused on Salesforce.

Salesforce for Us

Where does Salesforce fit in our technology stack? We view it as the operational engine for the firm. We use Salesforce to help teams execute operational tasks quickly and accurately, such as client onboarding, new account opening, data sharing, and more. We see Salesforce as a core platform with almost 100% utilization by firm users. We’re looking for your help to make sure what we are building within the platform has an awesome user experience.