Senior Platform Admin

Job description

The Role This is an exciting opportunity to join Fastmarkets at a pivotal moment in our digital growth journey. As a Senior Platforms Administrator, you will become a core member of a global team delivering a best-in-class Salesforce platform that underpins our commercial operations. Salesforce is our key operational platform for all sales & services processes: leads, opportunities, quotes, orders, automated fulfilment and service cases. This is a complex, high-impact environment — and you will take primary ownership of managing internal user support cases, acting as the first point of contact for CRM-related queries, issues and requests from users based predominantly in the Americas and APAC regions. You will play a critical role in ensuring timely resolution, maintaining platform stability, and delivering a high-quality support experience that enables day-to-day business operations. You will also contribute to the ongoing improvement of the platform. This includes engaging with stakeholders to gather requirements, configuring Salesforce to deliver regular, incremental enhancements that meet evolving business needs, as well as supporting the CRM Project team with configuration, testing, and user training activities to drive successful adoption of new capabilities. You will be a motivated, solutions-focused individual who thrives in a collaborative team but is also comfortable working independently. You will be working with an experienced team of Salesforce specialists based in London, England and Sofia, Bulgaria. This is a hands-on role with direct exposure to Sales, Marketing, Technology, Customer Service and Operations teams, as well as external vendors Principal Accountabilities Systems you will directly own and support: • Salesforce Sales Cloud, Service Cloud and CPQ • Salesforce MFA & SSO • LeanData • DocuSign • Dun & Bradstreet (D&B) Tools you will use regularly: • Jira • Microsoft 365 including Copilot • Data Loader • Lucidchart / Visio Day-to-day responsibilities: • Manage, resolve and escalate support tickets for the Salesforce CRM platform, ensuring timely resolution and clear communication with end-users. • Identify and resolve data quality issues; define and enforce data standards across the platform. • Maintain accurate tracking and reporting of support tickets • Configure the Salesforce platform to deliver regular, incremental enhancements that meet evolving business needs. • Support the CRM Project team with configuration, testing and user training activities. • Collaborate with the project team to identify and address technical debt proactively. • Manage senior stakeholders, providing clear communication, influencing decision-making, and ensuring alignment on Salesforce priorities and outcomes. • Be the primary contact for Salesforce during Americas PM (i.e. after London office hours) How you will work: • Engage with end-users, ensuring clear communication, expectation setting, and delivery of a responsive, high-quality support experience. • Build deep knowledge of Salesforce and related applications and how they shape the flow of customer and order data — always looking for ways to optimise workflows and consolidate data.Apply strong analytical and problem-solving skills to resolve support tickets with accuracy and efficiency. • Manage multiple concurrent activities with a high level of accuracy and attention to detail. • Develop a thorough understanding of the business data model and internal data infrastructure as it relates to customer data management. • Work closely with team members and key stakeholders to align CRM capabilities with business goals and streamline processes. • Maintain a delivery-focused, can-do mindset at all times. Key Stakeholders • Revenue Operations • Customer Success • Client Services • Sales users • Marketing • CRM Project Team • Fastmarkets Technology Team We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully. If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on. KNOWLEDGE, EXPERIENCE AND SKILLS We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly. Essential: • Certified Salesforce Administrator (ADM-201) or demonstrable equivalent experience • Strong understanding of Flows • Basic understanding of Apex • Strong proficiency in Microsoft Office Suite, particularly Excel • Excellent written and verbal communication skills; confident working across multiple business functions • Strong planning and organisational skills; able to prioritise competing demands and meet deadlines consistently • Proven experience troubleshooting Salesforce and its associated processes • Experience working with large-scale, complex and distributed datasets • Comfortable working within Agile and Scrum methodologies, actively contributing to iterative delivery, and continuous improvement initiatives Desirable: • Experience with marketing automation and/or fulfilment processes • Familiarity with order management and fulfilment applications • Business analysis or process re-engineering experience • Prior Salesforce customer service experience • Salesforce CPQ experience or equivalent SaaS CPQ platform knowledge • Certified Salesforce Platform App Builder or equivalent experience Our Values Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values. Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are: METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done GROWTH MINDSET . This value enables us to be nimble to the changing realities and operate with a sense of urgency INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day. CUSTOMER CENTRIC. We are customer-centric in all that we do COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences. We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process, please inform us so we can make the necessary arrangements. Reward and benefits at Fastmarkets We believe in fair pay and benefits that support you both inside and outside of work. Through Fastmarkets Rewards, you'll have access to a range of core benefits and a flexible allowance, giving you the freedom to tailor your package to suit your lifestyle, wellbeing and financial priorities. We know that everyone's needs are different, so we've designed our benefits to support our diverse global team wherever they're based. Specific benefits may vary by country and role. You’ve read a little about us – now it’s over to you! If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day. It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great. Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets. Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 700 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Bulgaria, Finland and beyond.