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For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.
Hanover is seeking a motivated and detail-oriented Salesforce Administrator to support our sales, underwriting, and marketing team. In this role, you will help optimize Salesforce Sales Cloud to drive efficacy, efficiency, user experience, and adoption for users across the organization.
As a Salesforce Administrator, you'll manage day-to-day administration, including configuration, reporting, and user support. You will partner closely with business stakeholders to deliver practical, scalable, and impactive solutions. You'll be a trusted resource for Salesforce enhancements, data quality, and continuous improvement initiatives.
This role is hybrid or remote, with candidates based in Portland, ME; Boston, MA; Bedford, NH; Worcester, MA; or Windsor, CT, and requires travel to Worcester, MA approximately twice per month.
At Hanover, our CARE Values-Collaboration, Accountability, Respect, and Empowerment-shape how we work and succeed together. We offer flexibility, inclusivity, and the opportunity to make a meaningful impact through technology and partnership.
THIS IS A FULL-TIME, EXEMPT ROLE.
Position Overview: As a key member of the Salesforce team, this role will support Salesforce.com Sales Cloud, to enable effective and efficient execution of sales, underwriting, and marketing best practices through the delivery of system enhancements, system tasks, user training, and break/fix. The Salesforce Administrator will be responsible for resolving user support cases including the resolution of system issues, training new users in system functionality, data loading, report creation, and modification. They will also partner with stakeholders to deliver planned and unplanned enhancements, and address emerging system maintenance needs, involving both front and back-end declarative configuration.
In This Role, You Will:
Allocation of time optional. If included, represents estimated time allocation and is subject to change):
User Support/Case Management duties include (Est. 60%):

• Provides end users with high degree of responsiveness and satisfaction in documenting, tracking, supporting, and resolving all Salesforce.com cases.

Identifies trends, system issues, and training opportunities to proactively minimize user issues and enhance the user experience. Manages salesforce.com licensing requests and terminations.

• Hosts scheduled and structured one-on-one and small-group Salesforce user training. Fields ad hoc questions from users, day-to-day.
• Inserts, updates, and deletes large data sets en masse with common API tools.

• Creates and enhances reports and dashboards for users to establish and monitor key business metrics, as well as Salesforce.com utilization, to optimize sales effectiveness. Develops and manages quality-supporting internal reports, dashboards, and processes to continuously monitor system data and its integrity.

System Enhancement and Operational Support duties include (Ext. 40%):

• Executes Salesforce.com enhancement projects from the design phase through delivery. Creates and modifies: Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, and User Profiles.
• Conducts proactive data analysis, providing insights and recommending innovative and effective improvements.
• Monitors and cleanses data in Salesforce.com, as needed, to ensure data remains accurate, consistent, and relevant.

Key Measures of Success (should align with goals):
User Support/Case Management success would include:

• Provides high degree of customer satisfaction with timely responses to all support requests; delivers resolutions via appropriate solutions.
• Documents all cases, user communications, and resolution details.
• Documents best practices, process maps, and procedures to create definable, repeatable processes for Salesforce.com case resolution and issue escalation against defined standards.
• Feedback from end user population.

System Enhancement and Operational Support success would include:

• Partners with Salesforce Director to understand and execute on pre-defined business requirements for enhancement projects.
• Independently, effectively, and efficiently designs enhancements in the Salesforce test environment.
• Partners closely with stakeholders during the design process to reach an acceptable iteration of each enhancement.
• Partners with stakeholders and Salesforce Director to develop deployment, communication, and training plan for enhancements.
• Accurately deploys all new enhancements from lower to higher environments.
• Independently addresses ad hoc and on-going data improvement initiatives and communicates outcomes appropriately.

What You Need To Apply:

• Bachelor's degree or equivalent work experience
• 1-2+ years hands on experience administering Salesforce.com to include Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles, Reports, Dashboards, and Data Loader (or equivalent) required.
• Solid Excel experience including in depth knowledge of data manipulation, formulas, and pivot tables required.
• Experience with one-on-one and/or small-group trainings/presentations required.
• Working knowledge of Salesforce.com Marketing Cloud highly desirable, but not required
• Insurance and/or Sales experience desirable, but not required

Key Competencies:

• Highly self-motivated and independent contributor with proven track record of obtaining results
• Capability to manage multiple priorities and tasks simultaneously
• Displays effective organization and time management skills
• Easily adapts to new or changing situations, requirements, or priorities
• Strong analytical ability, and ability to work with data
• Interpersonal & relationship building skills: ability to work well as an individual and within a team
• Demonstrates solid verbal/written communication, listening, communication skills with an ability to communicate across all employee and management levels
• Detail and quality oriented, with problem solving ability
• Personal drive to continually grow and enhance skills, knowledge, and scope of responsibilities

CAREER DEVELOPMENT:
It's not just a job, it's a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you - at every level - to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you'll enjoy what you do and have the support you need to succeed.
Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law."
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.com and include the link of the job posting in which you are interested.
Privacy Policy:
To view our privacy policy and online privacy statement, click here.
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here
Compensation:
The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.