POSITION SUMMARY:

The Salesforce User Experience Specialist will be a key member of the GreenState Enterprise CRM Team and will be responsible for developing and managing the Salesforce.com user engagement strategy and program. This role will report to the Salesforce Director and be dedicated to assisting Salesforce end-users, enterprise-wide, to effectively utilize the Salesforce platform. This role will serve as the liaison between Salesforce Director and all things touching Salesforce training, including providing ongoing assistance and support as needed. With passion and deep understanding of Salesforce, this role will work with all GreenState Salesforce stakeholders to address questions and issues and ensure that Salesforce is being used successfully to achieve the business objectives that the Salesforce team has. This role will collaborate with the Salesforce Director, Salesforce Business Analysts, Organizational Effectiveness, Retail Enablement, Salesforce Stakeholders, and enterprise-wide users to ensure Salesforce productivity and enhance user experience. As the Salesforce User Experience Specialist you'll play a pivotal role in bridging the gap between the GreenState Salesforce team and Salesforce users

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Salary range for this position is $90,593.36 - $105,914.12 with a progressive benefit package. 

1. Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Develop and execute strategy for ongoing Salesforce adoption enterprise-wide, proactively evolving adoption strategy to ensure alignment to business needs.
7. Understands and identifies risks/barriers to adoption and develop tactics to resolve early.
8. Understands department nuances and develops tailored plans/strategies to improve engagement.
9. Assists Organizational Effectiveness team with developing Salesforce training content.
10. Manages Salesforce knowledge articles to ensure content is refreshed as new features are deployed.
11. Identifies skill gaps and suggests methods for improving employee and/or team performance.
12. Ensures the smooth operation of Salesforce.com by addressing user requests, resolving issues, and providing one-on-one and group training when needed.
13. Focus on ensuring all users enterprise-wide are engaged and comfortable with Salesforce, in addition to identifying skill gaps.
14. Enable users to get the most out of Salesforce tools.
15. Works closely with OE team as needed when LMS courses and additional training may be needed for large deployments (Universal App, Online Appointment Scheduling, etc.)
16. Acts as liaison between end users, OE, Retail Enablement and Salesforce team, serving as the Salesforce SME that bridges the gap between Salesforce team and (i.e., Salesforce SME to Train other Trainers).
17. Coordinates with others (OE/Retail Enablement when applicable) to communicate best practices, including tips and reminders.
18. Develop Salesforce user assistance program for new and established implementations.
19. Serves as SME/point of reference for all Salesforce “how to” questions/assistance needed for end users’ enterprise-wide, answering questions while driving enthusiasm for system-wide adoption.
20. Measure training effectiveness and user engagement, track adoption KPIs, and report on improvement areas.
21. Track and analyze usage metrics enterprise-wide to determine areas of focus, using event monitoring reports in Salesforce effectiveness, and review of features being underused.
22. Be part of a fast-paced team and participate in planning, documentation, and execution of Salesforce deployments.
23. Identify opportunities for communication and create and distribute as appropriate.
24. Reports on Salesforce training program progress for adoption and experience.
25. Stays current with Salesforce features, functionalities, and deployments.
26. Acts as a member of a fast-paced team and participate in planning, documentation, and execution of Salesforce deployments.
27. Assists with UAT as needed, working closely with Salesforce Business Analysts.
28. Delivers hands-on Salesforce training as needed and measures the effectiveness of training.
29. Displays deep understanding of Salesforce.com and its integration with our business processes in order to optimize system facilitation.
30. Empowers managers, teams, and users to maximize their use of Salesforce.
31. This position will be expected to travel to various GreenState locations as needed to provide additional support to Salesforce users enterprise-wide.
32. Performs other duties and responsibilities as assigned.

1. Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
2. Financial Services experience preferred and well versed in financial terminology.
3. A broad range of experience in the financial service area is preferable.
4. Ability, availability, and willingness to work additional hours as needed by the workload and the credit union’s rapidly changing competitive environment.
5. Experience with the Agile Methodology preferred.
6. Experience in supporting design and development of end user training and adoption.
7. Excellent interpersonal skills with a demonstrated ability to work on a team.
8. Demonstrated knowledge of using Microsoft Office Suite required.
9. Excellent Written and Verbal Communication Skills Required.
10. Experience Required
11. Bachelor’s degree and at least 2 years’ work experience in required field.
12. Minimum 2 years of experience in developing and delivering training.
13. Experience with Salesforce Sales Cloud, Service Cloud, or Financial Services Cloud.