Global Salesforce CRM Administrator

Purpose of the Role / Key activities and accountabilities 

The Global Salesforce CRM Administrator (Brazil) plays a vital role in the effectiveness of our sales and service operations across the USA, Brazil, Latin America, and all global regions. This position combines Salesforce Administration with Business Analysis, ensuring stable systems, optimized processes, clean data, and consistent user experience across countries. Operating as an individual contributor, this role supports global teams while helping drive CRM standardization, adoption, and operational excellence.

Key Activities and Accountabilities:

Salesforce Administration & Configuration

• Configure and maintain Salesforce CRM (Sales Cloud & Service Cloud) across global regions.
• Create and customize objects, fields, page layouts, flows, automation, and validation rules.
• Manage global user accounts, permission sets, roles, and data access.
• Conduct system audits, performance checks, and platform maintenance.

Business Requirements & Process Alignment

• Gather requirements from USA/Brazil/LatAm and global business stakeholders.
• Translate needs into scalable Salesforce solutions.
• Document workflows, user stories, and process maps.
• Support continuous improvement initiatives across Sales and Customer Service processes.

Reporting & Dashboard Support

• Build and maintain dashboards and reports for sales, marketing, and operations teams.
• Ensure data accuracy to support KPIs, forecasting, commercial planning, and service metrics.
• Assist the Sales Reporting team with CRM data structures and reporting integrity.

Global User Support & Training

• Serve as the primary Salesforce support contact for global users.
• Deliver training sessions, onboarding, and refresher workshops.
• Develop clear documentation, guides, and self-service material.
• Promote best practices to improve adoption and efficiency.

Data Quality & Governance:

• Perform regular data quality reviews and clean-up activities.
• Ensure compliance with global data governance standards.
• Support deduplication, enrichment, and validation of master data.
• Collaborate with regional teams to maintain system-wide consistency.

Integration Monitoring:

• Support integrations between Salesforce and key applications (e.g., ERP, BI tools).
• Troubleshoot issues and work with IT or external partners when needed.
• Maintain data flow reliability and integration accuracy.

Cross-Functional Collaboration:

• Partner with Sales, Marketing, IT, Finance, and Operations across multiple regions.
• Participate in global CRM projects and platform enhancements.
• Serve as a liaison between business and technical teams.

Salesforce Best Practices & Continuous Learning:

• Stay current on Salesforce releases, new features, and industry trends.
• Recommend enhancements to improve system usability and performance.
• Actively seek opportunities to innovate and streamline processes.

Essential Duties & Responsibilities: 

Salesforce Advanced System Administration:

Core Competencies:

Salesforce Expertise:

• Strong understanding of Salesforce configuration, administration, and platform capabilities.
• Applies best practices and keeps up to date with new features.

Problem-Solving Skills:

• Performs root cause analysis and proposes effective solutions.
• Troubleshoots system and data challenges methodically.

Collaboration and Communication:

• Works effectively with cross-functional teams across geographies.
• Communicates clearly with both technical and non‑technical users.

Data Analysis and Reporting:

• Utilizes data-driven insights to guide decision-making and strategy development.
• Proficient in creating meaningful reports, dashboards, and metrics for key stakeholders.
• Interprets data trends to identify opportunities for process improvement.

User Training and Support:

• Provides comprehensive training to Salesforce users on system functionalities.
• Offers responsive and knowledgeable support to address user inquiries and issues.
• Creates user-friendly documentation and guides for self-service assistance.

Role-Specific Competencies:

Sales Cloud Customization:

• Configures Sales Cloud to align with sales processes and strategies.
• Designs custom objects, fields, workflows, and process automation for sales efficiency.
• Collaborates with sales leaders to optimize lead management and opportunity tracking.

Service Cloud Enhancement:

• Customizes Service Cloud to streamline customer support workflows and case management.
• Implements solutions for efficient case routing, escalation, and resolution.
• Ensures customer service teams have the tools to deliver exceptional support experiences.

Integration Management:

• Administers seamless integrations between Salesforce and third-party applications.
• Troubleshoots integration issues and implements effective solutions.
• Ensures data integrity and system reliability across integrated platforms.
• Collaborates with third-party partners and AppExchange vendors seamlessly.
• Expert with ETL, Salesforce Data Loader and data cleaning and quality tools.
• Manages databases and ensures efficient data synchronization.

Reports and Analytics Development:

• Creates and maintains insightful reports and dashboards in Sales Cloud and Service Cloud.
• Provides actionable insights into sales performance metrics and customer service KPIs.
• Empowers management with data-driven decision-making tools for business growth.

System Maintenance and Enhancement:

• Conducts regular system audits to ensure data integrity, security, and compliance.
• Implements system enhancements and upgrades to meet evolving business requirements.
• Proactively identifies opportunities to improve Sales Cloud and Service Cloud capabilities.

Continuous Learning and Innovation:

• Stays updated on the latest Salesforce features, updates, and best practices.
• Recommends and implements new functionalities or enhancements for system optimization.
• Actively seeks opportunities to innovate processes and enhance user experiences.

Cross-Functional Collaboration:

• Collaborates with IT, marketing, and finance teams to support company-wide initiatives.
• Participates in project teams as a Salesforce subject matter expert.
• Translates business requirements into actionable Salesforce solutions.

Adaptability and Flexibility:

• Adapts to changing business needs and priorities in a fast-paced environment.
• Embraces new technologies and methodologies to improve Salesforce effectiveness.
• Responds positively to feedback and adjusts strategies accordingly for continuous improvement.

Proven Salesforce Sales Cloud and Service Cloud Mastery:

• Demonstrates a proven track record of expertise in Salesforce Sales Cloud and Service Cloud implementations, ensuring optimal utilization and alignment with business goals.
• Demonstrates proficiency in APEX, Lightning web components, and Lightning Design System (LDS).
• Successfully implements Salesforce solutions aligned with business objectives.

Technical Documentation:

• Produces clear and comprehensive technical documentation.
• Effectively communicates technical specifications and requirements.
• Ensures documentation accuracy and relevance to project objectives.

Client Relationship Management:

• Takes ownership of project work and proactively develops client relationships.
• Engages with clients confidently, acting as a reliable and responsive partner.
• Understands and meets clients' expectations through effective communication.

Agile Environment Proficiency:

• Thrives in a SCRUM or agile environment.
• Manages and adapts to changes effectively.
• Collaborates with cross-functional teams to deliver results iteratively.

Domain Expertise in Medical Devices, Life Sciences, or Pharmaceuticals:

• Brings valuable expertise in the medical devices domain, life sciences, or pharmaceuticals, contributing a deep understanding of industry intricacies to enhance Salesforce solutions and support business objectives.

Continuous Improvement:

• Actively seeks opportunities for personal and professional development.
• Engages in ongoing skill enhancement to stay current in the field.
• Embraces a mindset of continuous improvement for individual and team growth.
• Qualifications/ Training/Experience

Education, Experience, Skills, and Knowledge Required:

• Minimum of 5 years experience with the Salesforce platform – implementing and managing and  Salesforce Solutions globally
• BS/BA degree (or equivalent experience) is required.
• A minimum of five years’ experience in an operational role with responsibility for comprehensive report generation is required with experience on the commercial side of the biotechnology, pharmaceutical, or medical device industry preferred
• Advanced knowledge and practical application of Excel and SQL
• Extensive knowledge of data systems and applications, particularly with data reporting applications, is required – specifically Tableau and / or PowerBI
• Demonstrated organizational, project management, analytical skills, and attention-to-detail are required
• Excellent customer service, communication (written and verbal) and interpersonal skills and the ability to work in a team environment are essential
• Language Requirement: English and Portuguese – fluent proficiency is mandatory.
• Spanish proficiency is a plus due to LatAm collaboration.
• Salesforce Administrator (ADM‑201) certification is preferred.

Behavioural Competencies Required: 

• Demonstrated ability to build and maintain positive relationships with management, peers, and subordinates.