Louisiana-Pacific

Job Description:

JOB PURPOSE:

LP Salesforce/CRM Administrator plays a critical role in building and establishing a World Class field sales and marketing organization as part of a team dedicated to ensuring that we are maximizing efficiency and captilalizing on the full features and benefits of the CRM system based on various user group needs. This position will be part of the Sales Operations team and support/develop applications within the Salesforce.com (SFDC) platform. This position is a liaison between management, IT, marketing, and field sales as the dedicated administrator resource to manage all incoming needs from the field, solve user problems, and provide continued training and coaching that drives adoption and effective usage.

KEY RESPONSIBILITIES:

CRM Administration:

• Serve as administrator for all SFDC standard and custom objects: users, roles, profiles, groups, accounts, contacts, record types, sharing rules, picklist values, page layout customization, and others that are necessary to support vital functionality for users
• Manage multiple record types and workflow processes for each user group unit within SFDC (Field Sales, AEC, National Accounts, Retail, Field Marketing, others)
• Maintain price book data integrity within SFDC across all businesses for accuracy in opportunity reporting
• Manage input data governance in order to fulfill accuracy in measured metrics for each user group
• Manage all security and data change rules for proper adherence, collaborating with IT as necessary
• Create and update user profiles; add all new users and manage SFDC licenses
• Collaborate with IT to make any enhancements to current organizational setup, security and production; assist with testing and documenting any changes
• Manage the functionality of integrated businesss processes within SFDC (such as rebate/pricing program processes and lead generation work flows), and make recommendations and enhancements to these processes as determined through collaborative assessment and building consensus for changes necessary for accurate reporting and efficient functionality
• Create and update reports and dashboards based on user group needs, including ad hoc reporting for management as needed
• Collaborate with leadership across each business and within the field to understand output needs and design reports and data metrics as determined are necessary for KPI reports
• Manage daily support requests and SFDC administrative needs of users
• Manage all break/fix inquiries from users and solve issues in a timely manner; escalate to IT where new configuration/coding is required
• Proactively gather feedback from end users, seek out and identify system changes, and manages changes
• Document all changes and inquiries from users in SFDC ticket system with proof of completion for audit purposes; manages prioritization of changes documented in the SFDC ticket system based on user need analysis and executes changes or escalates to IT for support
• Design, create, and deliver SOPs on functionality and work flows to support rollout of training, system updates, and new capabilities within SFDC

Training, Onboarding, and Coaching

• Monitor user adoption of SFDC against expectations and proactively engage with users and user groups as determined to improve adoption and efficiency leveraging identified best practices
• Provide one-on-one training to end users through various methods including in-field shadowing and coaching
• Create and administer training for end users on all Salesforce related items to enhance user adoption, productivity, and effectiveness
• Train new user employees on functionality and expectations of SFDC in conjunction with any scheduled on-boarding sessions
• Lead SFDC champion user group committee for expanded field-based training support, best practice communications, enhancement testing and launch, and adoption monitoring

General Expectations

• Communicate proactively and serve as critical liason between all business teams, support vendors, and the field sales and marketing organization as it relates to SFDC
• Actively participate on steering committee responsible for ongoing strategic initiatives related to SFDC expansion and enhancements
• Perform all duties in accordance with safety rules and regulations
• Perform other duties as necessary

QUALIFICATIONS:

KNOWLEDGE, SKILLS, ABILITIES:

• Solid understanding of the organization’s business preferred
• Computer proficiency in MS Office applications, SAP, and SFDC
• Organized and detail oriented with strong communication and interpersonal skills
• Self starter with strong problem solving skills
• Ability to work both independently and as part of a team
• Demonstrated experience in developing and delivering training
• Comfort presenting to small and large group audiences
• Ability to coach others and influence behaviors

EDUCATION:

• Bachelors’ Degree in Business Administration or related fields

EXPERIENCE:

• Desired 3 to 5 years minimum of Salesforce administration experience
• SFDC administrator certification required
• Or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position.

WORK ENVIRONMENT:

• Hybrid office environment - expected to be in the office 1x per week minimum.
• Up to 30% travel may be required for in-field training, meetings, trade shows, seminars, and other activities determined necessary