Salesforce Administrator

Summary

Join ExtraHop as a Salesforce Administrator and play a vital role in managing and enhancing our Salesforce platform. You will maintain and improve Salesforce Service Cloud, Sales Cloud, and Experience Cloud, ensuring alignment with business objectives. This position requires strong technical expertise, a focus on continuous improvement, and effective collaboration. Responsibilities include system administration, service cloud management, experience management, configuration, data management, user support, reporting, training, system optimization, automation, and release management. The ideal candidate will possess extensive Salesforce experience and relevant certifications. ExtraHop offers a competitive salary and benefits package.

Requirements

• 3+ years of experience as a Salesforce Administrator
• 2+ years of experience with Salesforce Service Cloud
• Strong knowledge of Salesforce configuration, including Flows, Validation Rules, and Reports/Dashboards
• Experience managing users, roles, and permissions
• Experience with Salesforce Sales Cloud and Experience Cloud
• Strong understanding of data management, including importing/exporting data and maintaining data integrity
• Salesforce Administrator Certification (required)

Responsibilities

• Manage user accounts, profiles, permissions, roles, and security settings in Salesforce
• Manage Case Setup, Case Queues, Escalation Rules, Case Teams, Email-to-Case, Entitlements, Entitlement Processes, Milestones, Omni-Channel Routing, Omni-Channel Setup, Presence Configuration, Routing Rules, Knowledge Management & Configuration, Knowledge Reporting
• Configure Experience Builder, Workspace Management, CMS Workspaces, and Audiences
• Customize Salesforce using declarative tools, such as Flows, Validation Rules, Page Layouts, and Fields
• Maintain data quality through deduplication, imports/exports, and regular audits
• Provide day-to-day support for Salesforce users, troubleshoot issues, and respond to requests for system enhancements
• Create and maintain custom reports and dashboards to enable business teams to make data-driven decisions
• Train users on new features, processes, and best practices; develop and maintain system documentation
• Continuously evaluate platform usage and recommend enhancements to improve productivity and user experience
• Streamline business processes and implement process automation, such as flows, approvals, and scheduled jobs
• Assist with Salesforce updates, testing new features, and ensuring compatibility with business processes

Preferred Qualifications

• Additional Salesforce certifications (e.g., Advanced Administrator, Platform App Builder)
• Familiarity with Einstein for Service and Einstein Next Best Action
• Experience with Salesforce integrations or third-party tools (e.g., Tableau, DocuSign, Certinia)
• Familiarity with agile methodologies and project management tools like Jira
• Experience with data migration tools (e.g., Data Loader, Data Import Wizard)

Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model