Sales CRM Consultant

Department:

Southwest Business

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

As a Sales Customer Relationship Management (CRM) Consultant, you'll lead strategic CRM initiatives that enhance sales enablement and portfolio management capabilities. You'll serve as a Salesforce Administrator responsible for maintaining data integrity, optimizing user experience, and delivering scalable solutions across CRM operations and contract lifecycle management. This role involves partnering cross-functionally with Business and Technology Teams to gather requirements, prioritize and manage a dynamic CRM backlog, and translate needs into effective Salesforce configurations and workflow automation.

You'll also support contract processes through Conga tools, build reporting and presentations for Leadership, and drive continuous improvements that enable efficient, data-driven sales operations.

Additional Details

* The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.

* U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

* Must be able to meet any physical ability requirements listed on this description.

* May perform other job duties as directed by Employee's Leaders.

* Manage and lead strategic CRM system solutions and implementation efforts using best practice project planning techniques

* Build and develop solutions for performance and portfolio management within CRM tools

* Provide ongoing system administration to ensure data integrity, quality, and efficiency so that Corporate Sales' CRM system serves as a best-in-class system for all organizational users.

* Manage all new user set-ups and deactivation, including transferring ownership of accounts / contacts / opportunities for deactivated users.

* Create and update workflow approval processes and execute configuration changes.

* Develop and maintain API scripts and s-controls to support custom development as needed.

* Develop and maintain naming conventions of pick lists, report folders, dashboards, etc. to improve system usability.

* Modify the role hierarchy, profiles, and sharing model as required.

* Modify and customize objects.

* Create custom fields and modify pick list values.

* Perform mass data imports using the API or other import tools and perform manual or automated data entry / data clean up as required.

* Maintain and improve user adoption rates by defining, implementing, and monitoring adoption solutions.

* Implement ongoing Change Requests and administrative needs of users.

* Evaluate existing business processes and systems to identify gaps and opportunities for improvement and consistency.

* Develop business intelligence reports to support KPI's, performance, portfolio and pipeline management.

* Work with users to analyze requirements, identify gaps, develop designs, and implement solutions.

* Serve as point of contact for technical teams and business end users as design and test changes occur.

* Develop training plans, materials, and documentation for end users; keep materials up-to-date and coordinate new user and ongoing training sessions.

* Maintain system documentation and CRM policies / procedures.

* Manage and lead strategic system implementation efforts using best practice project planning techniques.

* Train and provide mentorship to CRM Systems Administrators.

* Serve as a sales enablement resource for the Sales Operations team throughout selling cycle and managing projects when needed

Knowledge,

Skills and Abilities

* Knowledge in Microsoft Office products, with SQL knowledge and Adobe Suite (Omniture) a plus.

* Ability to work, with limited supervision, handling highly detail-oriented tasks, under tight time frames, with multiple concurrent assignments.

* Ability to assume a high level of responsibility and to provide direction in a team-oriented environment.

* Excellent mathematical, problem solving and organizational skills.

* Ability to be detail-oriented while still seeing the big picture.

* Ability to take initiative,…