Manager, Crm Administration - Salesforce

About Us
At Cars.com, we help shoppers meet their perfect car match, and people find their perfect career match. As one of the top places to work in Chicago, according to The Chicago Tribune, Built-In Chicago and others, we pride ourselves on a culture of growth and innovation.
Cars.com has revolutionized the automotive industry for both shoppers and sellers through technology and solutions for buyers and sellers alike. We never shy away from a challenge, move fast, collaborate across functions to approach problems from every angle. We’ve built a culture that’s second-to-none and share core values that keep everyone working full-speed at the same goals with the same open, outcome-driven and bold attitudes.
Cars.com is a CARS brand. CARS includes the following brands: Cars.com, Dealer Inspire, DealerRater, FUEL, CreditIQ & Accu-Trade. Learn more here !
Position Summary
The Manager, CRM Administration is responsible for all administration activities that happen within the CARS, Inc Salesforce environment. The ideal candidate is positive, solution-oriented, and understands Salesforce features, functions, and best practices. They will work to grow the talent on their team ensuring that they are following best practices and providing an excellent customer experience throughout CARS, Inc. The person also serves as a liaison between Technology and many other departments throughout CARS, Inc. on projects and everyday maintenance/requests.
Responsibilities Include

• Identify common user issues, understand root causes, and work with the business to ensure proactive resolution
• Managing a team of Salesforce administrator professionals responsible for ideation, design, delivery, and maintenance of configurable solutions
• Demonstrating a fundamental understanding of how users interact with Salesforce and the best ways to enable their success
• The Manager, CRM Administration is responsible for all aspects of managing Salesforce including administration, implementation, resourcing, and maintenance
• Responsible for all aspects of managing the CRM administrator team including capacity planning, resource allocation, status reporting, mentorship, and talent development
• Partnering with the Manager, Software Engineering (CRM) and business partners to keep our Salesforce instance running smoothly as CARS, Inc. continues to grow and scale
• Design and configure secure, scalable solutions on Salesforce, which includes products such as Sales Cloud, Service Cloud, CPQ & Billing, Experience Communities, and 3rd Party App Exchange Products
• Ensure all work is SOX compliant
• Identifying, defining, measuring, and reporting KPIs to ensure the team is performing at exceptional levels
• Serve as a Salesforce subject matter expert for teams and external services vendors that interact with the Salesforce
• Monitor CRM team projects to ensure they meet business needs, have the right team members involved, and are completed on time

Required Skills & Experience

• Ability to remain cool under pressure
• 5 + years of established leadership experience in Salesforce administration and team management within a larger project team
• Able to mentor and create a growth mindset environment on the team
• Ability to assess ways for the team to improve and streamline our support process from a people and technology perspective
• Track record of Salesforce.com experience as an administrator with extensive knowledge of Sales Cloud and Service Cloud, preferably in an instance with 500+ end-users
• Experience with working on Lightning Platform
• Excellent organizational skills
• Strong project management skills and knowledge of CRM software deployment methodologies
• Experience with Data Loader, Salesforce Reporting and Dashboard, automations such as workflow rules and Flows
• Able to work in a fast-paced environment, multi-task, prioritize multiple projects, and be a proactive problem solver
• Embraces new technology, applications, and solutions
• Welcomes change and manages others through change
• Strong communication skills, including the ability to summarize complex system functionality for the business user
• Can work through ambiguous situations
• Able to lead and drive complex operational initiatives and can demonstrate an ability to create clarity for their team
• Experience in Agile environments and knowledge of Agile development practices and a sprint delivery model
• A knack for listening and interpreting user requirements and then turning them into action
• Innovative thinking and problem-solving skills
• Ability to establish, manage, and leverage relationships with internal and external partners

Preferred Skills & Experience

• College degree preferred
• Salesforce.com Certified Advanced Administrator (ADM-211)
• Experience with custom integrations, 3 rd party tools (installed packages), and vendor projects
• Experience with Service Cloud Voice, CPQ, MyTrailhead, Marketing Cloud, Pardot, and Communities is a plus
• Familiarity with triggers, classes, custom settings, and flow

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.