At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Summary:

The Digital Communications Salesforce Marketing Cloud Administrator is responsible for supporting NRG’s Salesforce Marketing Cloud platform and cross-functional team members utilizing the services.

In this role, the Digital Communications Salesforce Marketing Cloud Administrator is responsible for possessing skills and knowledge to effectively organize the NRG brand Salesforce Marketing Cloud platform to deliver the best business value. The primary responsibilities include supporting users, managing data, maintaining security standards, and delivering valuable data insights. Additionally, in this role, a strong emphasis on ensuring NRG is utilizing Salesforce Marketing Cloud to its greatest advantage is imperative. The Salesforce Marketing Cloud Administrator may also play a pivotal role helping guide and train users one email and SMS best practices, template creation, journeys, and automation set-up. Ultimately, overseeing how the Salesforce Marketing Cloud contract, especially from a Marketing Operations budget perspective, is aligned with the usage, and all things contractually provided to NRG must be accounted for and considered for the continuous growth of the business and customer experience.

Essential Duties/Responsibilities:

• Serve as primary system administrator for the Salesforce environment for the NRG 2.0 platform.

• Handle administrative activities in Marketing Cloud.

• Handle all administrative functions, including user account maintenance, reports, dashboards, workflows, and other routine tasks.

• Complete regular internal system audits and prepare for upgrades.

• Coordinate the evaluation, scope, and completion of new development requests.

• Assist in training new users and grow the Salesforce skillsets in the Marketing Operations organization.  

• Effectively function as the liaison between our users, stakeholders, vendors, and the application development teams (IT).

• Oversee Salesforce support cases, understanding scope to ensure completion and correct resolution.

• Stay current on the platform’s new tools, capabilities, and update teams.

• Help gather annual requirements for contract renewals from all departments.

• Monitors budget volumes monthly to ensure there are no surprises.

• Aligns usage to the right teams/contract requests.

• Escalates issues to Salesforce when necessary.

• Helps coordinate activities in team planner.

• Staying abreast on upcoming Salesforce releases, informing users, and ensuring NRG is prepared and considerate of the changes.

• Complete MID creation and Sender Authentication set up when appropriate.

• Monitor account usage (senders, send volume, data extension storage, etc.) to ensure no overage charges.

• Designs/implements/manages robust processes and/or solutions to support new business and operational activities.

• Leverage Salesforce software and/or create new tools to automate repetitive and repeatable processes.

• Continually evaluate the effectiveness of processes and initiate procedure and system improvement activities.

• Develop approach documentation, process flows, and/or business requirements for new capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.

• Identifies and/or supports and coordinates issues when they arise, quickly diagnoses root causes, implements appropriate solutions, and escalates accordingly.

• Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance.

• Evaluate existing operational processes to ensure appropriate controls are in place.

• Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.

• Deliver status updates to key stakeholders at regular intervals.

• Highly motivated, comfortable working both independently and in a team environment with a proven record of accomplishing goals and tasks on time.

• Manage multiple concurrent projects and able to deliver.

• Creates, coordinates, and executes user acceptance test plans to ensure successful launch of new capabilities.

• Communicate information effectively to cross-functional teams in both written and oral form.

• Able to create and deliver presentations. 

• Requires very little direction to get the job done.

• Must exercise initiative, good judgment, and professionalism.

• Adheres to strict timelines to meet project deadlines.

• HTML coding, proofing, editing, and troubleshooting.

• Participate in creative discussions to develop solutions for stakeholders.

• Aware of SMS commpliance, best practices, and industry standards.

• Familiar with CAN-SPAM Act.

• May be required to help connect mulltiple Salesforce Clouds to support the organization.

• Perform other duties as assigned.

Education:

• An undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, or engineering preferred.

Experience:

• 2-5 years of Salesforce platform experience.

• Salesforce Marketing Cloud Administrator certification preferred.

Additional Knowledge, Skills, and Abilities:

• Solid negotiation and conflict resolution skills.

• Demonstrates strong customer service skills with both internal and external customers.

• Work effectively and build relationships with people at all levels – solid team player.

• Comfortable working with a cross-functional business team composed of people with diverse backgrounds.

• Demonstrates ability to facilitate clear and concise conversations in conference calls over the phone and/or web.

• Demonstrates strong work ethic.

• Power BI experience is preferred.

• Ability to work long hours when required.

• Comfortably handles risk and uncertainty as appropriate for the level of responsibility.

• Ability to handle and meet aggressive, metric-oriented deadlines while maintaining a high degree of accuracy.

• Able to handle multiple tasks simultaneously.

• Makes good business judgments/decisions.

• High initiative.

• Results-oriented.

• Self-disciplined.

• High level of honesty and integrity.

• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Access).

Physical Requirements:

• Majority of work performed from a seated position in front of a computer.

Working Conditions:

• Fast-paced professional environment.

• Overtime work, as required.

• Occasional travel may be required.

• Weekend/holiday work may be needed.

NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.