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Role Description

As a Salesforce Administrator I at Fanatics Betting & Gaming (FBG), you are here to ensure FBG capitalizes on the benefits offered by the CRM system. In this role, your duties will include:

• Creating user accounts
• Maintaining our service databases
• Supporting training staff on the effective use of CRM products

To ensure success as a CRM administrator, you should possess extensive knowledge of Salesforce system administration and the ability to work in a fast-paced environment.

Requirements

• Ensuring optimal performance of Salesforce systems and products
• Upgrading and configuring Salesforce systems for optimized integration
• Elicit and document requirements for new functionality requests from a cross-functional team of Salesforce users
• Participate in the design, documentation, and implementation of specific initiatives to improve data hygiene and security, improve help desk throughput and efficiency
• Document specific best practices in release management, Salesforce data management, and ongoing improvements to FBG CRM environment
• Implement and maintain Salesforce standard and custom objects including fields, validation rules, and various declarative automation
• Salesforce release management including Sandbox management, change set tracking, and requirement collaboration with the software development team
• Lead “Help Desk” triage and request prioritization, provide Tier 2 & 3 Salesforce support
• Support Salesforce Einstein chat to further utilize AI and Next Best Actions to streamline Customer Support Operations
• Research add-on application packages and support ROI analysis for acquisition of applicable programs
• Support the integration with 3rd party applications
• Experience with administration of 3rd party tool, Conquer is a plus
• Managing Salesforce roles, profiles, sharing rules, workflows, and groups
• Maintaining the service cloud, as well as building custom reports and dashboards
• Performing database maintenance tasks, including diagnostic tests and duplicate entry cleansing
• Preparing reports for the operation team, and other departments
• Must be available for on-call rotation after normal business hours and on weekends
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities

Qualifications

• SQL experience required
• 1-2 years CRM database administration
• Enjoy working in a fast-paced environment and a constantly evolving industry
• Highly developed listening skills, excellent customer service skills required
• Excellent, highly professional written and oral communication skills required
• Strong analytical and problem-solving skills
• Must be a highly motivated self-starter, able to maintain poise under pressure
• Ability to work effectively both independently and as part of a team
• Experience in performing Salesforce upgrades and ensuring successful integration
• In-depth knowledge of Salesforce products and their functionalities
• Proficiency in creating Salesforce profiles, allocating roles, and managing access
• Knowledge of importing service data and generating Salesforce reports
• Ability to provide Salesforce training and end-user support

Qualifications - Nice to have experience

• Salesforce architecture experience
• Experience with Apex and Visualforce development
• Salesforce Service Cloud or Sales Cloud admin certification or equivalent experience
• Salesforce Einstein Chat experience
• Experience working in an Agile environment, Jira experience a plus

Benefits

• The base salary range for this role is $100,000 per year - $125,000 per year, depending on job-related knowledge, skills, and experience
• This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award
• In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Wellhub, Pet Insurance, Family Care Benefits, and more
• We’ll also give you $700 USD (or local equivalent) to set up your home office