Salesforce CRM Associate or Analystnew

Salesforce CRM Associate or Analyst - One Position 

Position Summary 

Under the direction of the Director of Business Solutions, the Salesforce CRM Associate or Analyst ensures MCE’s CRM effectively supports user and agency needs. This role gathers requirements, documents requests, designs and deploys solutions, resolves support tickets, trains users, and manages sandboxes and licenses. 

The role serves as a business analyst and product management professional, developing strong knowledge of MCE’s CRM. Working across departments and with external consultants, the Associate or Analyst translates program needs into practical system solutions, manages expectations, provides responsive support to staff, and ensures timely administrative updates. 

CRM Associate or Analyst Leveling 

The CRM Associate differs from the CRM Analyst in the level of autonomy, education, experience in related fields, and certification requirements. In addition, the CRM Analyst will provide recommendations based on platform and industry knowledge to improve processes and programs. The analyst will also provide greater support in vendor communication on specific needs or resolutions.   

Key Responsibilities (Illustrative Only)

• Implementing project plans aligned with department goals maintaining an understanding of how various team members use Salesforce serving as a resource for the TA team and as the first line of issue spotting/testing for new Salesforce developments. 
• Plan the releases, based on various factors such a business priority, complexity, dependency, and feasibility and communicate the release plan with stakeholders 
• Support, coordinate, and facilitate, as needed, triage and investigation meetings. 
• Assist in functional and technical discussions and communicate effectively with a variety of audiences, moving between providing functional/technical design data. 
• Elaborate the requirements to identify and document the user's stories, track them for development and deployment. 
• Define and document solutions, secure sign off from stakeholders, and work with internal and external development teams spread across time zones to ensure the agreed solution is delivered on time. 
• Develop Test strategies, document the test scenarios, validate the delivered solutions, and coordinate the change management with all relevant stakeholders to ensure smooth production rollout. 
• Provide functional support to end-users and facilitate testing of new Salesforce functionality rollouts. 
• Configure Salesforce changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, and reports. 
• Manage data flows, Import, and export data using native Data Import Tool, Data Loader (online and offline), and other data management tools. 
• Ensure the integrity of MCE’s Marketing Solution with proper integrations to CRM application. 
• Educate end-users on Salesforce functions developing and implementing training plans and learning materials as well as providing virtual or in person training opportunities for staff at either of MCE’s offices located in San Rafael and Concord, CA.  
• Work closely with stakeholders throughout the project lifecycle, ensuring alignment with business objectives, and optimizing existing infrastructure. 
• Ensure data privacy, security, and compliance with industry standards. 

Minimum Qualifications for CRM Associate or CRM Analyst 

Salesforce CRM Associate 

• Salesforce Certifications, Required  
  • Salesforce Administrator Certification 
• Salesforce Certifications, Preferred 
  • Salesforce Service Cloud Consultant Certification 
  • Salesforce Marketing Cloud Consultant Certification  
  • Salesforce Platform Developer 1 Certification 

Education and Experience 

Education and experience are equal to a bachelor's degree in engineering, Computer Science, IT, mathematics, or related fields. A minimum of three (3) years of demonstrated experience in Salesforce Service Cloud and Marketing Cloud. Experience with Automated Testing solution, and Copado Robotic Test. Preferred experience working with diverse communities and vulnerable customers. 

Salesforce CRM Analyst 

• Salesforce Certifications, Required 
  • Salesforce Service Cloud Consultant Certification 
  • Salesforce Marketing Cloud Consultant Certification 
• Salesforce Certifications, Preferred 
  • Salesforce Platform Developer 1 Certification 

Education & Experience 

A Bachelor of Science degree in Engineering, Computer Science, IT, mathematics or related field. A minimum of four (4) years demonstrated experience in Salesforce Service Cloud and Marketing Cloud.  Experience with Automated Testing solution, and Copado Robotic Test is required. Preferred, experience working with diverse communities and vulnerable customers.  

Knowledge of: (Both or Analyst) 

• Experience with CICD/DEVOPS processes and tools, and Copado Express. (both positions) 
• California Consumer Privacy Act and implications using Salesforce. (Analyst) 
• Interpret and analyze business needs, user requirements, and technical constraints, and identify ways in which software or web design, development, and application of technology and systems can support the agency’s needs. (both positions) 
• Demonstrated knowledge and experience in the design and development of software, including basic knowledge of secure software development. (both positions) 
• Advanced understanding of common software architectures, data optimization strategies, and IT infrastructure technologies, especially presentation layer technologies. (both positions) 
• Effective project management techniques. (Analyst) 
• Proficient at analyzing requirements, developing functionality, specifications of documents, and documenting and executing business process-specific test scenarios. (Analyst) 
• Microsoft Office Suite, including Word, Outlook, and PowerPoint. (both positions) 
• Standards, laws, regulations, mandates, and internal processes applicable to Community Choice Aggregation (CCA), the California electric utility market, regulatory agencies, and public agencies. (Analyst) 
• Developing APEX code meeting SFDC standards, merging code between multiple developers, resolving the conflicts in the CICD environment. (both positions) 

Compensation & Benefits 

MCE offers a competitive compensation package based on the candidate’s experience and qualifications, along with generous benefits, including fully paid health insurance premiums, parental leave, dependent care subsidies, student loan repayment, and an employee wellness program.   

Starting Salary Range: 

• Salesforce CRM Associate: $85,446.82 - $106,023 
• Salesforce CRM Analyst $113,051 - $147,691 

To Apply 

As part of the application process for the Salesforce CRM Associate or Analyst position, all candidates must complete the following requirements: 

• Complete the short online application and answer all applicable questions. 
• Provide a Salesforce Trailhead profile link within the application to verify current Salesforce certifications. 
• Submit a current resume. 
• Submit a cover letter indicating which position you would like to be considered for and explaining how your experience would contribute to the position and team. 
• Candidates who do not complete the application in full may not be considered for the position. 

As we narrow our top pool of applicants, candidates moving through the recruitment process may participate in an initial video call, video cross-team panel Interview, and video executive interview. Additional skills assessment may be requested. Applications will be reviewed on a rolling basis, and initial screens scheduled when a qualified pool of candidates has been identified. MCE Reserves the right to close the recruitment at any time. 

 

About the Technology & Analytics Team

The Technology and Analytics (TA) team furthers MCE’s pursuit to find more innovative solutions to the challenges facing CCAs today. The team uses its deep knowledge of technology and data sciences to provide platforms, systems and facilities to the wider MCE team so that decision makers can be confident that their choices are backed up by hard data. The TA team is also responsible for all of MCE’s operational platforms; from MCE’s email system to its CRM platform. TA provides the infrastructure that allows MCE to maintain its operational readiness while also managing cybersecurity threats and the privacy of MCE’s customer data.