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. 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 unstructured data challenges.

Senior Salesforce Administrator at Relativity

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 Senior 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
Qualifications

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
About Us

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 199 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.

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Why work with us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues, pursue plenty of learning and development opportunities, and have a lot of fun while doing it.
Culture
Our culture stems from our people and our values: - Be an excellent communicator - Exceed the expectations of our customers and your colleagues - Hold yourself and your colleagues accountable - Be humble and stay hungry - Do more with less - Embrace the talents of your colleagues and our customers - Enjoy and be great at your job
Perks & Benefits
medical PPO
dental, prescription
vision coverage,
life and disability benefits
healthcare coverage for each employee at a minimal cost and contribute significantly toward the cost of insuring eligible dependent
18 days of paid time off and 11 paid holidays every year
401k retirement plan - provides employees with the ability to make pre-tax contributions, with company-matching funds, for optimal tax-deferred growth
non-US benefits (if you want to join us at one of our international offices)

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