Salesforce Administrator

About the Role:

The Salesforce Administrator, Global Customer Experience (GCX) serves as the dedicated Salesforce platform owner for the GCX organization at Billtrust. Operating outside the core Salesforce Administration team, this role is the primary administrator for all GCX-specific use cases — including Salesforce Experience Cloud (Communities), Certinia (formerly FinancialForce), Salesforce Service Cloud, and other native Salesforce tools or third-party integrations that support customer-facing operations.The GCX Salesforce Administrator partners closely with GCX leadership, Professional Services, Customer Success, Support, and Operations teams to translate business requirements into scalable platform solutions that enhance the end-to-end customer experience and internal operations.

This individual combines deep Salesforce platform knowledge with an understanding of B2B SaaS customer lifecycle operations. The GCX Salesforce Administrator is responsible for driving adoption, optimizing workflows, and maintaining governance of GCX-owned Salesforce environments while coordinating with the enterprise Salesforce Administration team on shared platform standards, release management, and security protocols.The ideal candidate is equally comfortable configuring complex automation and sitting with business stakeholders to understand process gaps and design intuitive solutions.

What You'll Do:

• Serve as the primary Salesforce administrator for all GCX use cases, owning configuration, optimization, and day-to-day platform support for GCX teams including Customer Success, Professional Services, Support, and Operations
• Administer and enhance Salesforce Experience Cloud (Communities) portals, ensuring a seamless, branded experience for external customers and partners
• Configure and maintain Certinia (formerly FinancialForce) modules supporting GCX operations, including project management, resource management, and professional services automation (PSA) workflows
• Own and continuously optimize the GCX Service Cloud environment, including case management configuration, queue and routing logic, escalation rules, SLA milestones, and Knowledge management — ensuring the platform supports seamless case handling across Support, Customer Success, and Professional Services teams and scales with evolving GCX service delivery models
• Manage Salesforce integrations with third-party applications relevant to GCX operations (e.g., CS tools, Pendo, Jira, telephony/CTI tools, knowledge base platforms)
• Implement and maintain declarative automation (Flow, approval processes, assignment rules, validation rules) tailored to GCX business processes and customer lifecycle workflows
• Design and deliver dashboards, reports, and analytics that provide GCX leadership with actionable visibility into customer health, case trends, engagement metrics, and delivery performance
• Manage all aspects of GCX-specific user administration, including roles, profiles, permission sets, public groups, and sharing rules — coordinating with the enterprise Salesforce team on org-wide policies
• Gather requirements from GCX stakeholders, translating operational needs into best-practice, scalable solutions with a focus on user experience and cross-functional alignment
• Own the GCX Salesforce roadmap in partnership with GCX leadership, identifying opportunities for platform consolidation, process automation, and feature adoption that support strategic objectives
• Coordinate with the enterprise Salesforce Administration team on shared governance, sandbox management, release schedules, and security reviews to maintain platform integrity
• Develop and maintain technical documentation, training materials, and change communications specific to GCX Salesforce environments
• Proactively monitor data quality within GCX-owned objects and implement validation, deduplication, and enrichment rules as need
  
  

What You'll Bring:

• 5+ years of hands-on Salesforce Administration experience, with demonstrated depth in Service Cloud and Experience Cloud (Communities); Sales Cloud experience also valued
• Hands-on experience with Salesforce CRM, Certinia PSA (formerly FinancialForce), and Service Cloud; candidates must demonstrate working knowledge across all three platforms, not just one, as this role spans the full GCX technology stack
• Proven experience managing Salesforce Experience Cloud portals in a B2B environment, including portal user management, content configuration, and branding
• Deep proficiency with Salesforce declarative automation tools (Flow, approval processes, validation rules, assignment rules); familiarity with Process Builder migration to Flow
• Experience designing and delivering cross-functional dashboards and reports that drive operational decisions at the leadership level
• Certified Salesforce Administrator required; Advanced Administrator, Platform App Builder, Experience Cloud Consultant, or Service Cloud Consultant certifications preferred
• Experience working in or supporting B2B SaaS, fintech, or order-to-cash environments preferred
• Demonstrated ability to operate effectively in a matrixed organization, partnering closely with Sales Ops and IT as primary cross-functional stakeholders — balancing local GCX business needs with enterprise platform standards and shared governance models
• Familiarity with integration platforms (e.g., Boomi, MuleSoft) and data tools (SQL, SOQL, Data Loader) for managing cross-system data flows
• Understanding of basic Apex, Visualforce, or Lightning Web Components sufficient to troubleshoot, extend, or collaborate with developers on custom solutions
• Strong requirements-gathering and stakeholder management skills, with the ability to translate complex operational needs into intuitive platform solutions
• Experience with DevOps and release management practices, including sandbox strategy and deployment tooling (e.g., Copado, Gearset)
• Active engagement in the Salesforce ecosystem, including Trailhead certifications, community participation, and awareness of platform roadmap developments
• Familiarity with Salesforce Einstein features, Agentforce, or AI-assisted workflow tools, and a demonstrated interest in applying them to customer lifecycle operations
• Demonstrated experience driving Salesforce adoption across cross-functional teams, bringing business teams along by translating platform capability into workflows that people use
• Bachelor's degree or equivalent professional experience
  
  

Who We Are:

Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes.