Job Description
POSITION OVERVIEW:
Responsible for the day-to-day configuration, user support, and operational health of Sales Cloud and serves as the primary point of contact for seller-facing platform issues. Maintains core platform administration responsibilities shared across the six-cloud Salesforce org, including user lifecycle management, permission architecture, CI/CD pipeline support and sandbox environment management.
ESSENTIAL FUNCTIONS:
Oversee Sales Cloud configuration and ongoing administration: page layouts, record types, validation rules, formula fields, Flow automations, approval processes, and declarative customizations supporting Sales.
Administer Enterprise Territory Management (ETM) including territory hierarchy maintenance, assignment rule configuration, UserTerritory2Association management, and multi-tagging resolution for the GRAND/CAC/FAN account structure.
Oversee the full user lifecycle across the Salesforce org: provisioning, deactivation, role assignment, profile assignment, permission set group management, and license allocation tracking for all six clouds.
Implement and maintain the security model: Organization-Wide Defaults, Role Hierarchy, sharing rules (Manager-based and criteria-based), field-level security, and permission set architecture following the minimal-profile design pattern.
Provide Tier 1 and Tier 2 production support for seller-facing issues: login problems, data visibility questions, report/dashboard troubleshooting, mobile experience issues, and Flow errors. Escalate Tier 3 issues to developers or architects.
Support the CI/CD pipeline (Copado for Salesforce clouds, GitHub Actions for MuleSoft/infrastructure): execute sandbox refreshes, validate deployment packages, manage change sets when required, and maintain environment documentation.
Administer Sales Cloud dashboards, reports, and list views aligned to pipeline coverage, win rate, forecast accuracy, and territory performance metrics.
Configure and maintain data quality controls: duplicate management rules, data import validation, mass update procedures, and record merge governance for the National account base.
Support MuleSoft integration health from the Salesforce side: monitor connected app configurations, Named Credential management, API usage dashboards, and integration user account maintenance for D365 and other system connections.
Administer Agentforce features within Sales Cloud as they are deployed: SDR Agent configuration support, Deal Agent settings, Sales Coach enablement, Einstein Activity Capture, and AI feature permission set assignment.
Execute Salesforce release readiness activities: review Salesforce seasonal release notes (Spring, Summer, Winter), assess impact on configurations, test in sandbox, and communicate changes to the Product team and sellers.
Maintain platform documentation including configuration inventory, admin runbook, permission matrix, and environment map. Keep documentation current with every configuration change.
Support UAT execution for Sales Cloud releases: configure test environments, create test users, reset test data, troubleshoot defects, and validate fixes before production deployment.
Partner with the Sales Cloud Product and Sales Operations team (Intake Sync) to implement approved configuration changes using the scored backlog intake process.
Comply with all applicable laws/regulations, as well as company policies/procedures.
Perform other duties as assigned.
Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
QUALIFICATIONS:
Bachelor’s degree in business, information systems, computer science or related field
Three (3) years of Salesforce administration experience with hands-on Sales Cloud configuration in an enterprise environment.
Demonstrated experience with Enterprise Territory Management including territory hierarchy design, assignment rules, and sharing model configuration.
Strong understanding of the Salesforce security model: Organization-Wide Defaults, Role Hierarchy, sharing rules, profiles, permission sets, and field-level security.
Hands-on experience with Salesforce Flow Builder for process automation, approval workflows, and record-triggered actions.
Experience with Salesforce data management: duplicate rules, import wizards, Data Loader, and mass update tools.
Ability to create and maintain reports, dashboards, and list views aligned to business KPIs.
Experience providing production support in a Salesforce environment, including issue triage, root cause analysis, and user communication.
Salesforce certifications required: Salesforce Administrator. Preferred: Advanced Administrator, Sales Cloud Consultant.
Strong documentation skills and comfort maintaining admin runbooks, configuration inventories, and knowledge base articles.
Experience with Agentforce, Einstein AI features, or equivalent AI capabilities within Sales Cloud.
Familiarity with Copado or equivalent Salesforce-native CI/CD tooling.
Experience supporting MuleSoft or other middleware integrations from the Salesforce administration side (connected apps, Named Credentials, API monitoring).
LTL freight, logistics, or B2B sales operations experience.
Experience with complex account hierarchy models (parent/child/grandchild) at scale.
Background in sandbox management, environment strategy, and release management processes.
Work CONDITIONS:
Some travel required