Internal Salesforce CRM Specialist

Description:

The Internal Salesforce Specialist is responsible for the ongoing development, customization, and support of Optomec’s Salesforce ecosystem, including Pardot and the Service Desk module. The ideal candidate will work closely with internal stakeholders across Sales, Marketing, and Customer Support to ensure that the platforms are aligned with business needs and operating at maximum efficiency.

Key Responsibilities

Salesforce CRM:

• - Administer and maintain Salesforce including user setup, profiles, roles, permissions, and security settings.
• - Customize objects, fields, page layouts, workflows, process builders, flows, and validation rules to meet evolving business needs.
• - Create and manage reports and dashboards to provide actionable insights to Sales, Marketing, and Executive teams.
• - Collaborate with users to gather requirements and translate them into scalable solutions.
• - Ensure data integrity and manage deduplication and cleansing efforts.

Pardot (Marketing Automation):

• - Manage and optimize Pardot campaigns, engagement studio programs, and automation rules.
• - Implement lead scoring, grading, and nurturing processes.
• - Support marketing team with campaign tracking, reporting, and segmentation.
• - Monitor sync between Pardot and Salesforce, resolving issues as needed.
• - Train marketing users on best practices for email and campaign management.

Service Desk (Customer Support):

• - Configure and maintain Service Desk functionalities within Salesforce (e.g., Cases, Knowledge Base, Email-to-Case).
• - Customize workflows and automation for support processes including SLAs, case routing, and escalations.
• - Develop self-service portals and integrate customer support data for streamlined case management.
• - Work closely with the Customer Support team to identify pain points and implement system-based solutions.

Requirements:

Required Skills & Qualifications

• - 3+ years of hands-on experience with Salesforce administration and configuration.
• - Experience with Pardot and service desk tools (Salesforce Service Cloud preferred).
• - Salesforce Administrator Certification required; Pardot Specialist and/or Service Cloud certification a plus.
• - Strong understanding of CRM data structures and best practices.
• - Proficient in creating Flows, Reports, Dashboards, and Automation Tools.
• - Experience with user training and documentation.
• - Excellent problem-solving, communication, and project management skills.
• - Ability to work independently and collaboratively across departments.

Preferred Qualifications

• - Experience in a B2B manufacturing or technology environment.
• - Familiarity with API integrations, custom Apex development, or AppExchange tools.
• - Knowledge of GDPR/CCPA and data compliance best practices.