Description

The Salesforce Support Coordinator provides day-to-day, front-line support for PMCH's Salesforce system, helping program staff use the platform accurately and efficiently in their daily work. This position serves as the primary point of contact for routine user questions, troubleshooting, and system navigation support, while promoting consistent data entry practices and user adoption across the organization. Working closely with the Manager of Data & Impact, the Salesforce Support Coordinator supports PMCH's transition toward data driven program management by maintaining user resources and monitoring system usage. This role plays a key part in ensuring that Salesforce remains a reliable and accessible tool for program staff throughout the organization.

Essential Functions

Serve as the first point of contact for program staff support requests related to Salesforce, including user access issues, navigation questions, data entry troubleshooting, and basic report interpretation
Escalate issues beyond routine support including system configuration, workflow design, reporting logic, or enhancement requests
Draft and maintain user-facing documentation, training materials, reference guides, and FAQs to support staff with varying levels of technical proficiency
Review reports, dashboards, and system activity to identify data entry gaps, inconsistencies, missing information, or trends that may require management attention
Support onboarding and ongoing staff training activities by coordinating training materials, demonstrations, and follow-up support
Support the Manager of Data & Impact with day-to-day tasks related to training delivery, documentation updates, and system monitoring
Track and organize recurring support requests to identify common challenges, training needs, and opportunities for process improvement
Assist with routine system maintenance activities including user account management, permissions updates, and basic Salesforce administrative support as assigned
Partner with program staff to reinforce data entry standards, workflow adherence, and system best practices
Support the Manager of Data & Impact with system testing, documentation reviews, data quality initiatives, and other departmental projects assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Bachelor's degree preferred, Associates Degree required
1 - 2 years of experience working with a CRM/database system required; experience in Salesforce is highly preferred
Demonstrated experience resolving software access, navigation, or data-entry issues for end users through help desk support, CRM/database administration support, or a similar user-facing technical support role is required
Demonstrated ability to quickly learn new software systems and technology tools required
Experience creating or maintaining documentation (guides, FAQs, process write-ups) is preferred
Strong written and verbal communication skills with the ability to explain technical concepts in a clear, approachable manner
Demonstrated ability to provide patient, professional support to users with varying levels of comfort and experience using technology
Strong organizational skills and ability to manage multiple requests and priorities simultaneously
Proficiency with Microsoft Office Suite required

DEIB Drivers for Success

PMCH aims to foster a workplace culture that prioritizes diversity, equity, inclusion, and belonging. Our collective vision is to create an antiracist organization through:

Encouraging bidirectional and transparent communication
Promoting a culture of belonging
Practicing cross-program collaboration and engagement
Engaging in continuous learning/enrichment
Embracing inclusive representation and practices

Functional Requirements of the Role

This role may involve a range of physical, sensory, and cognitive tasks. We are committed to providing reasonable accommodation to support individuals in performing essential functions.

Immunization Policy

All PMCH employees must comply with the guidelines of our Immunization Policy.

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