Salesforce.com Administrator (Hybrid/Remote)

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 n