Administrator; Hybrid​/Remote

Position Overview

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, sustainability initiatives, and inclusive corporate culture.

Hanover is seeking a motivated and detail‑oriented Salesforce Administrator to support our sales, underwriting, and marketing teams. In this hybrid or remote role, candidates are based in Portland, ME;
Boston, MA;
Bedford, NH;
Worcester, MA; or Windsor, CT, and may need to travel to Worcester, MA approximately twice per month.

• User Support / Case Management (60%): Provide end users with high responsiveness and satisfaction in documenting, tracking, supporting, and resolving all  cases. Identify trends, system issues, and training opportunities to proactively minimize user issues and enhance user experience. Manage  licensing requests and terminations. Host scheduled and structured one‑on‑one and small‑group Salesforce user training, and answer ad‑hoc questions from users.
• Data Management: Insert, update, and delete large data sets using common API tools. Create and enhance reports and dashboards for users to monitor key business metrics and  utilization. Develop and manage quality‑supporting internal reports and dashboards to continuously monitor system data and its integrity.
• System Enhancement and Operational Support (40%): Execute  enhancement projects from design phase through delivery, creating and modifying Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, and User Profiles. Conduct proactive data analysis, provide insights, and recommend innovative improvements. Monitor and cleanse data to ensure it remains accurate, consistent, and relevant.

• Provide high customer satisfaction with timely responses to all support requests and deliver resolutions via appropriate solutions.
• Document all cases, user communications, and resolution details.
• Document best practices, process maps, and procedures to create repeatable processes for case resolution and issue escalation.
• Obtain feedback from end‑user population.
• Partner with Salesforce Director and stakeholders to understand, design, deploy, communicate, and train on enhancements.
• Accurately deploy all new enhancements from lower to higher environments and address ad‑hoc data improvement initiatives.

• Bachelor’s degree or equivalent work experience.
• 1–2+ years hands‑on experience administering , including Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles, Reports, Dashboards, and Data Loader (or equivalent).
• Solid Excel experience with in‑depth knowledge of data manipulation, formulas, and pivot tables.
• Experience with one‑on‑one and/or small‑group trainings or presentations.
• Working knowledge of  Marketing Cloud desirable.
• Insurance or sales experience desirable.

• Highly self‑motivated, independent contributor with a proven track record of results.
• Ability to manage multiple priorities and tasks simultaneously.
• Effective organizational and time‑management skills.
• Adaptable to new or changing situations, requirements, or priorities.
• Strong analytical ability and comfort working with data.
• Excellent interpersonal and relationship‑building skills.
• Strong verbal and written communication skills at all levels.
• Detail and quality oriented with problem‑solving ability.
• Personal drive to continually grow and enhance skills.

• Medical, dental, vision, life, and disability insurance.
• 401(k) with company match.
• Tuition reimbursement.
• PTO and company‑paid holidays.
• Flexible work arrangements.
• Cultural Awareness Day in support of IDE.
• On‑site medical/wellness center (Worcester only).

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training,…