Note: The job is a remote job and is open to candidates in USA. Kipu Health develops EMR, CRM, and revenue cycle solutions for behavioral health providers and supports addiction, eating disorder, and other behavioral health treatment organizations. The Senior Salesforce Administrator will lead the Service Cloud build, migrate and consolidate support and internal ticketing processes, and design case management, automation, reporting, security, and compliance solutions across the company.
Responsibilities
- Design and build in Service Cloud: case management, queues, omni-channel routing, assignment and escalation, the agent console, knowledge, and CSAT
- Plan and run the move of the support process
- Map the current process, migrate the data, and carry support across without dropping service. Improve the process, don’t just replicate it
- Bring the internal ticketing tools we use today onto Salesforce, so requests live in one platform with one set of standards
- Design intake, case management, and routing for internal teams: Finance, CSMs, Legal, RevOps, and others
- Turn each team’s request-and-resolve workflow into a clean, supportable process on the platform
- Build declaratively with Flow, validation rules, assignment rules, and entitlements and SLAs
- Manage users, profiles, permission sets, and the security model, and keep the org clean and documented
- Build the reports and dashboards that show service health: volume, resolution time, SLA, and CSAT
- Support adoption with the teams you build for, so the process sticks
- Build to HIPAA: access controls, least privilege, and field-level security
- Manage sandboxes and keep a clean path to production
- Work with the Integration Engineer and the data team on the connections in and out of Salesforce
- Partner with each business team on the process you build for them
Skills
- • 5+ years as a Salesforce administrator
- • Salesforce certified, including Advanced Administrator and Service Cloud Consultant
- • Hands-on Service Cloud: case management, queues and routing, the agent console, knowledge, and entitlements and SLAs
- • Strong declarative automation: Flow, validation rules, and assignment rules
- • Solid on the security model: profiles, permission sets, sharing, and field-level security
- • Reports and dashboards
- • You have built support or case-management processes that real teams run on
- • You're declarative-first, and you keep the org clean as it grows
- • You can take a messy, manual support workflow and turn it into a clean process a team can run
- • You build for the people using it, internal or external, and you make calls that hold up from their side
- • You can speak business and tech, and translate between them
- • You're comfortable owning the platform and setting the standard for how we use it
- • Experience migrating a support process onto Service Cloud, from Zendesk or a similar tool
- • Experience consolidating multiple ticketing tools onto Salesforce
- • Built internal service or employee help-desk processes on the platform for teams outside support
- • Omni-channel, knowledge base, and CSAT or survey experience
- • Change and release management across sandboxes
- • SaaS or high-growth experience
- • Healthcare or behavioral health, where HIPAA and PHI shape how you build
- • Lead or sole admin experience, owning an org end to end
- • Familiarity with the systems Salesforce connects to, like NetSuite, CPQ, and a warehouse
Benefits
- Flexible paid time off.
- 11 Paid Holidays.
- Health, Dental, Vision, Disability, and Life Insurance.
- Parental Leave.
- Pet Insurance.
- 401(K) with Company Match.
Company Overview
Company H1B Sponsorship