Business Systems Administrator

Job description

Position Summary The Business Systems Administrator runs the company’s business systems day to day, with Salesforce as the core system of record. This hands-on role combines deep Salesforce administration expertise, process improvement discipline, and clear written and verbal communication, and supports Quote-to-Cash and the customer lifecycle in close partnership with Revenue Operations, Finance, Customer Experience, IT, Security, and Legal; keeping the operating infrastructure reliable and well documented as the company grows. Reporting to the Chief Customer Officer reflects this role’s influence across the customer lifecycle end to end, and that system reliability is treated as a driver of customer experience, not just internal efficiency. Key Responsibilities How This Role Spends Its Time This is a hands-on role. Approximate time allocation, which will shift as the systems mature: ~50% Salesforce system administration and day-to-day operational support, including configuration, user and data management, releases, and request and issue triage. ~30% Process improvement and project delivery: requirements, build, testing, documentation, and enablement for systems changes. ~20% Cross-functional coordination and reporting: intake and prioritization, stakeholder communication, and updates to leadership. Platform Management Maintain the backlog and release plan for Salesforce and adjacent revenue systems (e.g., NetSuite, Deal Hub, HubSpot, billing, marketing automation, and support tools) and contribute to the roadmap owned by Business leaders. Keep systems healthy as the company grows, monitoring data integrity, performance, security, and usability, including the Salesforce data model, automation, and integrations. Translate business requirements into clear technical specifications, effort estimates, and delivery plans. Salesforce System Administration Perform hands-on Salesforce administration — user and license management, profiles, permission sets, roles, sharing rules, and field-level security. Build and maintain declarative configuration: objects, fields, page layouts, record types, validation rules, Flows, approval processes, reports, and dashboards. Own Salesforce data quality and hygiene, including but not limited to deduplication, data loads, validation standards, and routine audits of records and picklist values. Administer AppExchange packages and connected apps, including installation, configuration, license reconciliation, and version upgrades. Serve as escalation point for Salesforce support requests, resolving configuration issues and triaging defects to vendors or developers as needed. Business Process Excellence Identify operational inefficiencies and design scalable workflows that improve employee productivity and customer experience. Apply automation to eliminate manual work in business processes company-wide, with clear controls and approval gates over automated actions. Cross-Functional Governance & Support Serve as the day-to-day systems contact for Revenue Operations, Finance, Customer Experience, IT, Security, and Legal, gathering and translating functional needs. Coordinate the cross-functional intake and change process for systems requests; logging, triage against defined SLAs, prioritization recommendations, root-cause follow-through, and release readiness, escalating trade-offs and conflicts to leadership. Partner with Revenue Operations and Deal Desk on system requirements, testing, and release readiness for GTM-impacting changes. Build shared documentation, enablement, and office hours so functional teams can adopt new systems capabilities with confidence and consistency. Set and meet cross-functional stakeholder response expectations, keep requesters informed, and measure satisfaction through recurring surveys, business reviews, and support metrics (ticket volume, resolution time, SLA attainment, reopen rates), using the results to reprioritize the roadmap. Communication & Reporting Prepare clear reporting and updates on system health, process performance, and project progress for stakeholders and leadership. Translate technical system and data concepts into plain language and practical recommendations for business audiences. Surface risks, trade-offs, and blockers to leadership early, with options and a recommendation. Qualifications Required 5+ years of experience in Business Operations, Revenue Systems, or Sales Systems roles. Deep, hands-on Salesforce administration expertise across user and permission management, declarative configuration and Flows, reporting, data management, and release/sandbox practices (Sales Cloud required; CPQ, Service Cloud, and marketing integrations preferred). Salesforce Certified Administrator credential. Proven ability to design and document scalable end-to-end business processes. Strong written and verbal communication, including presenting clearly to senior stakeholders and a demonstrated record of managing cross-functional relationships and measurably improving internal customer experience. About Wellspring Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations for universities, companies, government agencies, and independent labs. Founded in 2003, Wellspring has grown to serve over 500 organizations globally, including Fortune 500 companies, SMEs, hospitals, and universities. The company’s flagship products—Sophia, Flintbox, and Zeto—enable organizations to manage the entire innovation lifecycle, from discovery and IP management to commercialization and knowledge transfer.