The Hanover Insurance Group

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Our Marketing & Distribution team is currently seeking a Salesforce Administrator in our Worcester, MA location in a hybrid work arrangement. This is a full time, exempt role.

POSITION OVERVIEW:

As a key member of the Salesforce team, this role will support the Salesforce.com platform to enable effective and efficient execution of sales best practices through the delivery of User Support, Case Management, Data Management, Configuration, and Development. The Salesforce Administrator will be responsible for resolving user cases, uploading and extracting data, managing all Salesforce content and links, monitoring data to ensure integrity, developing reports and making changes to the Salesforce configuration in support of enhancements

IN THIS ROLE, YOU WILL:

• Provide end users with high degree of responsiveness and satisfaction in documenting, tracking, supporting and resolving all Salesforce.com cases. Identify trends, system issues, and training opportunities to proactively minimize user issues and enhance the user experience.
• Create and enhance reports/dashboards to establish, track, and report on key business metrics, plus Salesforce.com usage to optimize sales effectiveness and overall value from the tool.
• Develop and manage quality supporting internal reports, dashboards, and processes to continuously monitor data quality and integrity.
• Manage salesforce.com licensing requests and terminations and tracking.
• May participate in user training as needed
• Provide day-to-day system maintenance and configuration of the systems, as well as act as first line system support resource.
• Monitor and cleanses data in Salesforce.com, as needed, to ensure data remains consistent, valid and relevant
• Conduct ad hoc data analysis, providing insights and recommending innovative and effective improvements.
• Foster close working relationships with internal to obtain adherence to the data standards, guidelines, and procedures related to the role.
• Perform administration of the Salesforce.com instance / Manage fields/relationships, workflow rules, approval processes, page layouts, security, validation rules, email, custom buttons/links, etc. Other related projects and duties as may be assigned
• Translate business needs into specific business requirements and supports in management of Salesforce.com enhancement projects from requirements documentation to execution.
• Periodically scheduled work efforts to assess and analyze operational process to find and implement new efficiencies.
• Ongoing pursuit of industry knowledge, and sales force automation best practices, and trends as it pertains to marketing automation and campaign management.

KEY MEASURES OF SUCCESS:

• Provide high degree of customer satisfaction; with timely responses to all support requests and delivering resolution via appropriate solutions
• Documented best practices, process maps, and procedures to create definable, repeatable processes for Salesforce.com case resolution and issue escalation against defined standards
• Establish and maintain regular reporting of user support case activity, including trend.
• Establish routine data audits to confirm and maintain the integrity, accuracy and completeness of Salesforce.com data
• Leverage expertise to offer suggestions that drive continuous improvement of the system
• Completion of salesforce.com work completely following a development process and ensuring system integrity
• Work product with various functions and end users that identifies, documents, and communicates standard business processes as they related to the database

WHAT YOU NEED TO APPLY:

• 2+ years hands on experience administering Salesforce.com to include page layouts, case management, user profiles, roles, content management, data validation, reports and dashboards required.
• Current Salesforce Administrator Certification from Salesforce.com
• A strong desire to expand current technical skill set skillset in area of development.
• Solid Excel experience, in depth knowledge of data manipulation, pivot tables, formulas
• Working knowledge of Eloqua highly desirable but not required
• Working knowledge of relational databases desirable not required
• Insurance and/or Sales experience desirable, but not required

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.comand include the link of the job posting in which you are interested.

Privacy Policy:

To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.