Salesforce Support Coordinator
The Salesforce Support Coordinator provides day-to-day, front-line support for PMCH's Salesforce system, helping program staff use the platform accurately and efficiently in their daily work. This position serves as the primary point of contact for routine user questions, troubleshooting, and system navigation support, while promoting consistent data entry practices and user adoption across the organization. Working closely with the Manager of Data & Impact, the Salesforce Support Coordinator supports PMCH's transition toward data driven program management by maintaining user resources and monitoring system usage. This role plays a key part in ensuring that Salesforce remains a reliable and accessible tool for program staff throughout the organization.
Essential Functions
- Serve as the first point of contact for program staff support requests related to Salesforce, including user access issues, navigation questions, data entry troubleshooting, and basic report interpretation
- Escalate issues beyond routine support including system configuration, workflow design, reporting logic, or enhancement requests
- Draft and maintain user-facing documentation, training materials, reference guides, and FAQs to support staff with varying levels of technical proficiency
- Review reports, dashboards, and system activity to identify data entry gaps, inconsistencies, missing information, or trends that may require management attention
- Support onboarding and ongoing staff training activities by coordinating training materials, demonstrations, and follow-up support
- Support the Manager of Data & Impact with day-to-day tasks related to training delivery, documentation updates, and system monitoring
- Track and organize recurring support requests to identify common challenges, training needs, and opportunities for process improvement
- Assist with routine system maintenance activities including user account management, permissions updates, and basic Salesforce administrative support as assigned
- Partner with program staff to reinforce data entry standards, workflow adherence, and system best practices
- Support the Manager of Data & Impact with system testing, documentation reviews, data quality initiatives, and other departmental projects assigned
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.