Administrative Overview
As the in-house Salesforce Administrator for Houston Dynamo FC, I manage the complete CRM ecosystem supporting sales and customer service operations. This includes designing organizational hierarchies, implementing complex integrations, and optimizing lead distribution workflows to maximize conversion rates and operational efficiency.
Core Responsibilities
- Design and maintain organizational structure for sales team hierarchy and territory management
- Implement and manage integrations with ticketing, marketing automation, and analytics platforms
- Configure automated lead distribution and assignment rules for optimal sales team efficiency
- Develop custom objects, fields, and workflows to support unique business requirements
- Maintain data quality and governance standards across all CRM touchpoints
- Provide user training and ongoing support for 50+ CRM users across multiple departments
Custom Development & Automation
Implemented extensive customizations and automation to support unique business requirements and optimize operational efficiency across all customer-facing processes.
Custom Objects & Solutions
- Season Ticket Engagements - Season Ticket Member scoring model to predict the risk of a member not renewing
- Event Management - Integration with match schedules, promotional events, and hospitality offerings
- Corporate Partnership Tracking - Sponsorship management with contract and activation workflows
- Fan Experience Records - Comprehensive tracking of all customer touchpoints and experiences
- Revenue Attribution - Multi-touch attribution modeling for marketing ROI analysis
Workflow Automations
- Renewal Campaigns - Automated season ticket renewal processes with personalized outreach
- Upsell Opportunities - Intelligent identification and routing of upgrade prospects
- Service Case Management - Automated case creation and routing for member services
- Follow-up Scheduling - Dynamic task creation based on customer lifecycle stage