Overview 

As a Salesforce Adminstrator 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, and supporting us in 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. CRM administrators ensure that their CRM administrator expertise translates into optimized service department operations.

Requirements

1. Ensuring optimal performance of Salesforce systems and products
2. Upgrading and configuring Salesforce systems for optimized integration
3. Play an active role in the Salesforce design schema changes in support of significant business evolution to support FBG growth 
4. Elicit and document requirements for new functionality requests from a cross-functional team of Salesforce users 
5. Participate in the design, documentation, and implementation of specific initiatives to improve data hygiene and security, improve help desk throughput and efficiency
6. Document specific best practices in release management, Salesforce data management, and ongoing improvements to FBG CRM environment 
7. Ongoing Salesforce database schema updates and changes 
8. Salesforce release management including Sandbox management, change set tracking, and requirement collaboration with the software development team 
9. Lead “Help Desk” triage and request prioritization, provide Tier 2 & 3 Salesforce support
10. Support Salesforce Einstein chat to further utilize AI and Next Best Actions to streamline Customer Support Operations
11. Research add-on application packages and support ROI analysis for acquisition of applicable programs 
12. Support the integration with 3rd party applications
13. Managing Salesforce roles, profiles, sharing rules, workflows, and groups
14. Maintaining the service cloud, as well as building custom reports and dashboards
15. Performing database maintenance tasks, including diagnostic tests and duplicate entry cleansing
16. Preparing reports for the operation team, and other departments
17. Must be available for on-call rotation after normal business hours and on weekends
18. Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities

Qualifications

1. Salesforce Einstein Chat experience required
2. SQL experience required 
3. 3-5 years CRM database administration 
4. Salesforce architecture experience 
5. Salesforce Service Cloud or Sales Cloud admin certification or equivalent experience. Certifications in both is a plus
6. Experience working in an Agile environment, Jira experience a plus
7. Enjoy working in a fast-paced environment and a constantly evolving industry 
8. Highly developed listening skills, excellent customer service skills required
9. Excellent, highly professional written and oral communication skills required
10. Strong analytical and problem-solving skills 
11. Experience with Apex and Visualforce development a plus
12. Must be a highly motivated self-starter, able to maintain poise under pressure
13. Ability to work effectively both independently and as part of a team 
14. Experience in performing Salesforce upgrades and ensuring successful integration
15. In-depth knowledge of Salesforce products and their functionalities
16. Proficiency in creating Salesforce profiles, allocating roles, and managing access
17. Knowledge of importing service data and generating Salesforce reports
18. Ability to provide Salesforce training and end-user support.

If you possess some of these skills but not all of them, we still encourage you to apply!

The base salary range for this role is $84,000 per year - $162,000 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!

For information about our benefits, please visit https://benefitsatfanatics.com/