[Hiring] Senior Salesforce Administrator @Kipu Systems

Role Description

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes, and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders, and many other behavioral health conditions. Our EMR, CRM, and revenue cycle solutions help behavioral health facilities succeed in managing their patient’s entire care journey, but it’s through our people that we truly make a difference.

We are looking for a Senior Salesforce Administrator to lead how Kipu runs service and support on Salesforce. You will specialize in Service Cloud. You will move our support process onto Salesforce, bring our ticketing onto one platform, and build the case management and support processes the company runs on. The work is hands-on and declarative. You will design and build in Service Cloud:

• Case management
• Queues and routing
• The agent console
• Knowledge
• Automation
• Reporting

You will consolidate the internal ticketing tools we use today onto Salesforce, so there is one place the work lives. You will build for more than the support team. Internal teams run on service processes too, so you will design intake, case management, and routing for Finance, CSMs, Legal, RevOps, and others as we bring their work onto the platform. You will turn how each team takes in and resolves requests into a clean, supportable process on Salesforce. This is a senior, hands-on role on the Business Systems team. You will own the Service Cloud build and set the standards for how we use it. We handle PHI, so security, access control, and HIPAA are part of how you build, not an afterthought. You will partner with the integration and data work that connects Salesforce to the rest of our systems.

Responsibilities

• Service Cloud Build
  • Design and build in Service Cloud: case management, queues, omni-channel routing, assignment and escalation, the agent console, knowledge, and CSAT.
• Support Migration
  • Plan and run the move of the support process.
  • Map the current process, migrate the data, and carry support across without dropping service.
  • Improve the process, don’t just replicate it.
• Ticketing Consolidation
  • Bring the internal ticketing tools we use today onto Salesforce, so requests live in one platform with one set of standards.
• Support Processes for Internal Teams
  • Design intake, case management, and routing for internal teams: Finance, CSMs, Legal, RevOps, and others.
  • Turn each team’s request-and-resolve workflow into a clean, supportable process on the platform.
• Automation & Configuration
  • Build declaratively with Flow, validation rules, assignment rules, and entitlements and SLAs.
  • Manage users, profiles, permission sets, and the security model, and keep the org clean and documented.
• Reporting & Adoption
  • Build the reports and dashboards that show service health: volume, resolution time, SLA, and CSAT.
  • Support adoption with the teams you build for, so the process sticks.
• Security & Compliance
  • Build to HIPAA: access controls, least privilege, and field-level security.
  • Manage sandboxes and keep a clean path to production.
• Partnership
  • Work with the Integration Engineer and the data team on the connections in and out of Salesforce.
  • Partner with each business team on the process you build for them.

Qualifications

• 5+ years as a Salesforce administrator.
• Salesforce certified, including Advanced Administrator and Service Cloud Consultant.
• Hands-on Service Cloud: case management, queues and routing, the agent console, knowledge, and entitlements and SLAs.
• Strong declarative automation: Flow, validation rules, and assignment rules.
• Solid on the security model: profiles, permission sets, sharing, and field-level security.
• Reports and dashboards.
• You have built support or case-management processes that real teams run on.

Requirements

• Strongly Preferred
  • Experience migrating a support process onto Service Cloud, from Zendesk or a similar tool.
  • Experience consolidating multiple ticketing tools onto Salesforce.
  • Built internal service or employee help-desk processes on the platform for teams outside support.
  • Omni-channel, knowledge base, and CSAT or survey experience.
  • Change and release management across sandboxes.
• Nice to Have
  • SaaS or high-growth experience.
  • Healthcare or behavioral health, where HIPAA and PHI shape how you build.
  • Lead or sole admin experience, owning an org end to end.
  • Familiarity with the systems Salesforce connects to, like NetSuite, CPQ, and a warehouse.

Mindset & Skills

• You’re declarative-first, and you keep the org clean as it grows.
• You can take a messy, manual support workflow and turn it into a clean process a team can run.
• You build for the people using it, internal or external, and you make calls that hold up from their side.
• You can speak business and tech, and translate between them.
• You’re comfortable owning the platform and setting the standard for how we use it.

What Success Looks Like

• First 90 Days
  • You’ve mapped the current support process and the internal ticketing tools in use.
  • You’ve agreed the Service Cloud target design with the support team.
  • A migration plan is in place, with the first piece built in a sandbox.
• First Year
  • The support team is running on Service Cloud, and Zendesk is retired.
  • Internal ticketing is consolidated onto Salesforce.
  • The first internal teams (for example Finance, CSMs, Legal, and RevOps) have intake and case management live on the platform.
  • Reporting shows service health across the teams you’ve brought on.

Benefits

• Highly competitive salary based on your local market’s compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• 401(K) with Company Match.

Company Description

Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals. We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.