Overview:
Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China. This position is based in Rhode Island or may be a Remote Position.
The CRM Administrator plays a critical role in supporting Hayward’s CRM ecosystem by delivering reliable, scalable, and user-focused system solutions. This position is responsible for the day-to-day configuration, maintenance, and support of the Salesforce platform while partnering closely with CRM leadership to ensure technology solutions effectively enable customer support, sales, and service operations.
Responsibilities:
- Provide day-to-day administrative support for the Salesforce platform, ensuring system stability, usability, and data integrity.
- Deliver timely end-user support, including on-call assistance, issue triage, troubleshooting, and resolution of Salesforce-related inquiries.
- Monitor and manage user access, licenses, roles, profiles, permission sets, and security controls in alignment with governance standards.
- Maintain sharing rules, security models, and system hierarchies to support business operations while protecting sensitive data.
- Monitor system storage, performance, and usage trends; archive or optimize data as required.
- Configure and maintain Salesforce objects, page layouts, workflows, flows, validation rules, approval processes, reports, dashboards, and related features using best-practice solutions.
- Proactively identify system improvement opportunities by gathering user feedback and analyzing support trends.
- Support continuous improvement initiatives led by CRM leadership by implementing enhancements that improve efficiency, data quality, and user experience.
- Conduct routine system audits to ensure adherence to Salesforce and organizational best practices.
- Support Salesforce release management activities, including testing, deployment, and communication of new features and enhancements.
- Manage and deploy system changes with minimal disruption to business users.
- Communicate upcoming system changes clearly and proactively, ensuring users understand functionality, impact, and adoption expectations prior to release.
- Coordinate and deliver training for new and existing users on Salesforce functionality, processes, and best practices.
- Support CRM-led training and change management initiatives by reinforcing standardized workflows and system usage.
- Assist in maintaining training materials, FAQs, and support documentation to promote self-service and consistent adoption.
- Create, maintain, and enhance reports and dashboards to support Sales, Customer Care, Tech Service, and Marketing operations.
Build and manage report folders and access controls to improve efficiency, visibility, and decision-making.
Assist business teams and CRM leadership with data analysis and reporting needs that support performance tracking and operational insights.
Partner with CRM leadership, developers, and business stakeholders to support the delivery of CRM solutions aligned with strategic objectives.
Assist with the administration and support of integrated or adjacent technology solutions that interact with Salesforce, such as warranty systems, contact center tools, and other customer-support platforms.
Collaborate with internal teams and vendors to test, validate, and support integrated solutions.
Qualifications:
- 2+ years of Salesforce experience.
- 3+ years supporting teams in a technical capacity.
- Proven success in gathering information from stakeholders and converting to technical requirements.
- Excellent client-facing written and oral communication skills.
- Experience working with source control and continuous integration.
Education / Experience:
- BS/BA Degree in related discipline or comparable industry experience
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