Overview

The Salesforce Administrator (BA), Customer Systems Owner is responsible for Salesforce functionality supporting Customer Support, Onboarding, and Customer Success teams across Mixed Use. This role ensures efficient service operations, scalable post-sale workflows, and solid customer experience enablement.

This individual will partner with Support and Customer Success leadership to identify operational improvement opportunities, optimize workflows, and support scalable customer-facing processes. The ideal candidate combines Salesforce administration expertise, service operations knowledge, strong stakeholder communication skills, and a proactive process improvement mindset.

This role is focused on customer operations efficiency, workflow optimization, user adoption, and scalable service delivery.

Responsibilities
- Partner with Customer Success, Support, and Operations stakeholders to gather requirements and translate business needs into scalable Salesforce solutions
- Document business processes, requirements, solution designs,



and testing plans to support successful implementation and user adoption
- Own Case, Asset, Work Order, and related service management processes within Salesforce
- Manage support workflows, queues, SLAs, escalation paths, and service operations processes
- Optimize onboarding workflows and time-to-value processes
- Support Customer Success workflows, lifecycle management, and operational reporting
- Maintain and improve reporting and dashboards related to support and customer operations performance.
- Manage tools and integrations supporting customer operations, including TaskRay and TalkDesk
- Identify inefficiencies and proactively recommend process improvements
- Gather requirements, define scalable solutions, and support operational improvements aligned to customer experience goals
- Drive user adoption, enablement, documentation, and training for Support and Customer Success teams
- Support continuous improvement initiati

📌 Salesforce Administrator (HITEC City)
🏢 RealPage
📍 HITEC City