Senior Salesforce Administrator

The Senior Salesforce Administrator is AmaWaterways' dedicated, in-house owner of our Salesforce ecosystem, including Sales and Service Cloud, Data Cloud, and Marketing Cloud. This is a hands-on role accountable for the day-to-day health, administration, and continuous improvement of the platform. Today we rely heavily on outside consulting partners for standard maintenance and enhancements; this role exists to bring that ownership in-house, build deep and lasting institutional knowledge of our systems, and become the primary, trusted steward of how our CRM, marketing, and data platforms work and grow over time.

The core of this role is Sales and Service Cloud administration supporting our B2C and B2B sales and service teams, including lead distribution and the Data Cloud processes that feed them. This individual will partner with Technical and Solution Architects on larger design decisions, direct and coordinate offshore and vendor developers on build and enhancement work, and progressively take on ownership of Data Cloud and Marketing Cloud. The role reports to the Director, Platform Engineering and serves as the bridge between business stakeholders, technical partners, and delivery teams.

Key Responsibilities:

Platform Ownership & Administration

• Own day-to-day administration of Sales and Service Cloud, including user management, security and access, configuration, flows, page layouts, reports and dashboards, data quality, and troubleshooting.
• Serve as the go-to, in-house point of contact for Salesforce questions, issues, and enhancement requests across Sales, Marketing, Service, and Operations.
• Own the Salesforce backlog and near-term roadmap in partnership with Technology leadership, prioritizing work based on business value.
• Monitor system health, user adoption, and data integrity, proactively flagging and resolving issues before they affect the business.
• Manage day-to-day relationships with Salesforce, ISV partners, and implementation partners, holding vendors accountable for quality and knowledge transfer.

Data Cloud & Marketing Cloud

• Build working knowledge of Data Cloud and Marketing Cloud, taking on greater ownership of both platforms as proficiency grows.
• Support Data Cloud data streams, identity resolution, and integrations with our reservation system and other core platforms.
• Support lead distribution processes and Marketing Cloud journeys, segmentation, and data hygiene in partnership with Sales and Marketing.
• Consider how changes to data models, security, or automation in one cloud ripple into the others, and coordinate accordingly.

Architecture Partnership & Delivery

• Partner with Technical and Solution Architects on larger enhancements and new initiatives, translating architecture and design decisions into working configuration.
• Direct and coordinate offshore and vendor developers on build tasks; write clear requirements, track work in Jira, and ensure solutions are tested, documented, and meet business needs.
• Support release and deployment processes, sandbox and environment management, and change control in coordination with QA and Platform Engineering.
• Review and make light code changes (e.g., Apex writeback updates), leveraging AI-assisted development tools, and escalate complex development to architects.

User Enablement & Documentation

• Document platform configuration, processes, and decisions so institutional knowledge lives with AmaWaterways rather than with an outside vendor.
• Lead user training, onboarding, and release communications for new features and process changes.
• Build reports and dashboards that track adoption, data quality, and platform value for business and Technology leadership.
• Continuously pursue Salesforce certifications and Trailhead learning paths across Sales and Service Cloud, Data Cloud, and Marketing Cloud.

Who You Are

• An owner, not a ticket-taker. You take accountability for outcomes, coordinate across business teams, architects, and vendors, and follow work through to completion.
• A continual learner. You maintain an active Trailhead profile and treat learning the platform as an ongoing habit, not a one-time ramp-up.
• Curious about the business. You want to understand how AmaWaterways sells, markets, and operates so your configuration decisions serve the business.
• A systems thinker. You naturally consider how a change in one part of the platform affects the rest.
• Motivated by depth over breadth. You want to become the long-term expert on one company's system rather than rotate across many clients.
• A clear, proactive communicator with both business stakeholders and technical partners.

Qualifications

• 4+ years of hands-on Salesforce administration or platform ownership experience, with strong working knowledge of Sales and Service Cloud.
• Solid Salesforce Admin fundamentals, including data modeling, security and sharing model, declarative automation (Flows), and reports and dashboards.
• Experience directing or working alongside developers, architects, and vendors using Jira, documentation platforms, and agile practices.
• Strong written and verbal communication skills, with the ability to translate between business and technical stakeholders.
• Exposure to Data Cloud and/or Marketing Cloud is a plus, with a clear willingness to learn both.
• Development experience (Apex, LWC) and experience with AI-assisted development tools (e.g., Claude Code) are a plus, but not required.
• Background in engineering, computer science, or a related technical field preferred.
• Must be able to work on-site; this role is not eligible for remote or hybrid work.

Preferred Certifications

• Salesforce Certified Administrator (strongly preferred)
• Salesforce Advanced Administrator
• Salesforce Data Cloud Consultant
• Salesforce Marketing Cloud Administrator or Email Specialist
• Salesforce Platform App Builder or Platform Developer I is a plus
• Active Trailhead profile with recent badges, trails, or superbadges