Description

At Shutterfly, we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy.

The Salesforce Administrator plays an important role in the daily administration, user support and functionality
implementation of Salesforce. This role acts as system subject matter expert and resource for the organization. In
addition, this role collaborates with others to refine communications, training materials, and operational processes
to drive consistent execution, reduce administration, and maximize efficiency to enable business growth.

Primary Duties and Responsibilities
 Performs daily and upgrade-related system administration (e.g., user account set-up, system updates,
object customization, page layouts, sales territory transitions/changes, account address verification,
usage metrics) and acts as a system subject matter expert.
 Manages Salesforce security including roles, profiles, sharing rules, workflows and groups.
 Provides end-user support (e.g., functionality request research, system issue resolution, new and existing
user training, accurate process and user documentation), responding a timely, accurate and professional
manner.
 Maintains the data infrastructure (e.g., tables, elements, formats) to ensure accuracy and data integrity
(including identifying missing data, reducing record duplication, ensuring account data accuracy).
 Assists with the testing (e.g., regression, UAT) of new system functionality to support successful
implementation and deployment.
 Supports the implementation of new functionality, with the end-user in mind, including creating user
documentation (e.g., processes, policies, user and administration guides, training resources).
 Collaborates and communicates with partners (e.g., IT, Sales, Operations) to ensure alignment on
priorities, clarity of business needs/requirements, effectiveness of system functionality.
 Develops ad-hoc reports, dashboards and workflows to meet business needs and requirements.
 Safe-guards all customer, employee and company proprietary and personal information ensuring
customer and employee data is kept confidential at all times.
Additional Duties and Responsibilities
 Maintains knowledge base to meet business needs.
 Makes recommendations on knowledge base improvements and end-user enhancements.
 Maintains a general familiarity with other IT system/business application capabilities and scope definition
to make functionality and integration related suggestions (e.g., potential upstream/downstream
integrations, functionality intersections).
 Performs other projects or miscellaneous duties as requested or assigned.

Education
 Undergraduate degree in business or related field, or equivalent related experience.
 Salesforce Administrator certification.

Experience
 3+ years in customer relationship management software administration and user support, specifically
Salesforce Sales Cloud (required) and Service Cloud (preferred).
 2 – 3 years in sales operations support, strongly preferred.
 1 - 3 years communication and training development, preferred.
 Working with a distributed field workforce.
 Working with cross-functional teams.
Other (knowledge, skills, and abilities)
 Demonstrated ability to simplify and streamline business processes to drive business results.
 Working and demonstrated knowledge of training, training tools and methodologies.
 Good project management and organizational skills.
 Strong oral and written communication skills (including presentation skills).
 Detail oriented in the execution and follow-up of work.
 Strong critical thinking and problem solving skills.
 Strong interpersonal, relationship building and collaboration skills.
 Demonstrated ability to manage and prioritize workload (with competing priorities and challenges).
 Ability to effectively manage change