City National Bank
Salesforce Support Officer
City National Bank, Beverly Hills, California, United States, 90211
SALESFORCE SUPPORT OFFICER
The Salesforce Support Officer will support the division to ensure usage of the Salesforce CRM platform is optimal. Using knowledge of City National's marketing, sales, and service functions, this colleague is able to help the division with optimizing their use of the Salesforce platform for process-and policy-compliant performance. As the Salesforce platform evolves, this colleague will help colleagues continuously increase their success with the platform through communications, training, and support services. They will help to further develop division usage of the Salesforce platform to ensure delivery of high quality solutions to meet business needs, including advocating for the introduction of new features capabilities. A team player with a collaborative, service-dedicated and solutions-oriented mindset is essential.
WHAT WILL YOU DO?
Serve as the subject matter expert and first point of contact for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify and act on issues, including route or elevate to the appropriate corporate Salesforce support team for follow-up.
Lead and champion division usage of the Salesforce platform by teaching and supporting users to perform marketing, sales, service, and other business functions.
Act as the division advocate for the introduction of new ideas and Salesforce platform feature capabilities.
Advocate, innovate and create Salesforce advancements.
Provide feedback to corporate Salesforce support team to help design and execute a broader support model, inclusive of self‑service materials/capabilities, coordination with the Help Desk.
Support Salesforce evolution as new functionality and features are introduced, ongoing; participate in projects as a Subject Matter Expert to the division, to drive product roadmap successfully forward; support users as changes are introduced via communications and rollout support.
Expand and improve knowledge base of the division users to minimize cases and avoid repeat issue escalation.
Create and maintain custom reports and dashboards for division sales and business teams.
Works closely with management team in the division to ensure optimal use of the tools.
Support successful adoption of upcoming and ongoing Salesforce.com new release features.
Lead and manage Salesforce and other related projects.
WHAT DO YOU NEED TO SUCCEED? Required Qualifications*
Minimum 3 years of experience as a Business Analyst required
Minimum 2 years of experience in a related field (financial services, sales, CRM/customer relationship management) required
Minimum 3 years of experience in a technical support and/or customer service role required
Additional Qualifications
BA / BS degree or equivalent
Passion for the client and user experience
Strong analytical and problem‑solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)
Strong communication and negotiation skills and the ability to interact effectively
Strong attention to details in order to support platform users
Proven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline‑driven climate
Ability to work independently and in collaborative teams
Strong verbal and written communication skills, including the ability to develop easy‑to‑understand user documentation and platform reports, and to explain solution steps for complex issues
Outstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platform
Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
Ability to successfully understand and implement policies, procedures and technology
Preference for individuals with related Salesforce.com certifications; if not yet held, ability to become certified with the first months of tenure
Preference for experience with Agile systems development, Salesforce.com, and/or CRM processes and platforms
Compensation Starting base salary: $78,970 - $126,140 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our Benefits and Perks.
ABOUT US Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
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WHAT WILL YOU DO?
Serve as the subject matter expert and first point of contact for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify and act on issues, including route or elevate to the appropriate corporate Salesforce support team for follow-up.
Lead and champion division usage of the Salesforce platform by teaching and supporting users to perform marketing, sales, service, and other business functions.
Act as the division advocate for the introduction of new ideas and Salesforce platform feature capabilities.
Advocate, innovate and create Salesforce advancements.
Provide feedback to corporate Salesforce support team to help design and execute a broader support model, inclusive of self‑service materials/capabilities, coordination with the Help Desk.
Support Salesforce evolution as new functionality and features are introduced, ongoing; participate in projects as a Subject Matter Expert to the division, to drive product roadmap successfully forward; support users as changes are introduced via communications and rollout support.
Expand and improve knowledge base of the division users to minimize cases and avoid repeat issue escalation.
Create and maintain custom reports and dashboards for division sales and business teams.
Works closely with management team in the division to ensure optimal use of the tools.
Support successful adoption of upcoming and ongoing Salesforce.com new release features.
Lead and manage Salesforce and other related projects.
WHAT DO YOU NEED TO SUCCEED? Required Qualifications*
Minimum 3 years of experience as a Business Analyst required
Minimum 2 years of experience in a related field (financial services, sales, CRM/customer relationship management) required
Minimum 3 years of experience in a technical support and/or customer service role required
Additional Qualifications
BA / BS degree or equivalent
Passion for the client and user experience
Strong analytical and problem‑solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)
Strong communication and negotiation skills and the ability to interact effectively
Strong attention to details in order to support platform users
Proven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline‑driven climate
Ability to work independently and in collaborative teams
Strong verbal and written communication skills, including the ability to develop easy‑to‑understand user documentation and platform reports, and to explain solution steps for complex issues
Outstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platform
Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
Ability to successfully understand and implement policies, procedures and technology
Preference for individuals with related Salesforce.com certifications; if not yet held, ability to become certified with the first months of tenure
Preference for experience with Agile systems development, Salesforce.com, and/or CRM processes and platforms
Compensation Starting base salary: $78,970 - $126,140 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our Benefits and Perks.
ABOUT US Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
#J-18808-Ljbffr