Application Administrator: Salesforce and Gainsight
At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
Relativity is looking for an experienced Salesforce Administrator to join our team. The ideal candidate succeeds in a fast paced, dynamic environment, and thrives on being the chief problem solver. As a Salesforce Administrator, you will create and optimize processes to help the Customer Success and Support (CSS) organization run effectively and efficiently. You will be responsible for designing and delivering solutions in Salesforce Service Cloud, Gainsight, and Salesforce Communities. A proven record building great experiences within call center operations and/or customer success is required.
Responsibilities- Implement and project manage technology-enabled business solutions in Salesforce Service Cloud, Gainsight, and Salesforce Community Cloud for the Customer Success and Support (CSS) organization, including ongoing support requests
- Understand the Customer Success and Support (CSS) organization’s needs, challenges, and the desired future state in order to design the best solution for them and ensure their long term success
- Build contact center and customer health check metrics in operational reports and dashboards, and work closely with the Business Analytics team to support data discovery and advanced analytics
- Recommend best practices to business users and stakeholders
- Stay current on new features of applications to ensure Sales is utilizing the application as effectively as possible
- Troubleshoot and resolve user issues as they arive
- Participate in cross-functional IT governance and change/release management processes
Minimum Qualifications:
- At least 5 years of Salesforce.com administration
- Salesforce.com Certified Administrator or equivalent experience
- Bachelor’s degree in computer science, information technology, business administration, or related area
- Proven experience with implementing Salesforce Service Cloud solutions, including but not limited to case management, email to case, web to case, chat, knowledge, contact center analytics, customer health metrics, and integrations/data management
- Proficient with advanced Excel formulas or basic programming
Preferred Qualifications:
- Salesforce Service Cloud Consultant certification
- Experience implementing and/or supporting Gainsight and/or Salesforce Community Cloud experience
- Experience working in a continuous integration environment
- Experience working in a highly customized Salesforce environment
- Strong understanding of business processes
- Customer service driven mindset with strong relationship building skills
- Handles multiple competing priorities in a fast paced, deadline driven environment
- Ability to plan ahead and solution for the future
- Detail oriented, enthusiastic, self-starter with ability to work both independently and in a team environment
Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you're ready to grow with us, we'd love to hear from you.