Responsibilities
- Own CRM & Tech Stack Administration
- Serve as the primary administrator for Salesforce and the broader sales tech stack
- Manage requests for user setup, roles, profiles, and permissions, ensuring data security and system integrity.
- Troubleshoot system errors and field support tickets from the sales floor to resolve technical blockers immediately.
- Drive Workforce & Queue Management
- Queue Management: Administer, monitor, and optimize lead routing logic (Round Robin, territory assignment) to ensure leads are distributed fairly and instantly to the right representatives.
- Workforce Management: Partner with Sales Leadership to align staffing levels with lead volume forecasts. Manage rep availability, SLA adherence, and capacity planning within the system.
- Real-Time Monitoring: Monitor live queues and rep activity to identify bottlenecks and make real-time adjustments to maximize coverage.
- Lead Technology Implementation & Process Optimization
- Tech Implementation: Assist in the evaluation, implementation, and integration of new sales technologies that increase rep productivity.
- Tech Enhancements: Partner with Sales Leadership and Product to draft detailed requirements for the Product Team to implement, and collaborate cross-functionally to drive execution.
- Process Improvement: Identify friction points in the sales cycle and configure system automations (flows, validation rules, alerts) to streamline the rep experience.
- Documentation & Training: Create internal documentation for sales processes, and partner with Sales Enablement to facilitate training on effectively using the tech stack.
- Support Sales Enablement & Reporting
- Data Hygiene: regularly audit CRM data to ensure accuracy, merge duplicates, and maintain a clean database for reporting.
- Operational Reporting: Build and maintain operational dashboards that track system adoption, lead routing efficiency, and rep activity metrics.
- Compensation Support: Assist in tracking data points required for monthly incentive and commission calculations.
Requirements
- 3+ years of experience in Sales Operations, Revenue Operations, or System Administration.
- Advanced proficiency with Salesforce is required (Salesforce Administrator Certification strongly preferred). You should be comfortable with flows, process builders, and complex object relationships.
- Experience managing Dialers (e.g., Dialpad, Five9, Talkdesk), Contact Center systems (Genesys, etc.), or similar communication platforms.
- Experience with queue management, lead routing logic, and capacity planning.
- Proficiency with Microsoft Excel (VLOOKUPs, Pivot Tables) to audit data and manage rosters.
- A "fixer" mentality—you enjoy troubleshooting technical issues and finding workarounds to keep business moving.
- Ability to explain complex technical processes to non-technical sales users clearly and effectively.
Benefits
- medical
- dental
- vision
- commuter benefits
- a flexible time-off policy
- paid parental leave
- 401k match for US employees
- wellness reimbursement
- volunteering days
- annual professional development budget
- charitable donation match
Work Arrangement
Hybrid
Additional Information
- Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.
- Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations. When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!
