Meet Awesome Admin: Matthew Anders

Name: Matthew Anders
Current Role / Employer: Administrator / Securitas Security Services North America
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Q: If you had to describe your current job to a friend or relative who knew nothing about CRM, how would you describe your job?

A: I ensure that the platform that stores all of the companies sales data runs smooth and is easy to use by the employees. I report on and track trends based on that data entered into the system so I make it a top priority that the system is easy to use and has as much automation as possible. 

I use the carrot instead of the stick to encourage and promote the correct behavior and create a more sharing culture to drive more revenue to the bottom line. 

If I had to use a single term to define what I do it would be "coach."

Q: If you had to describe your current job to another Salesforce admin, how would you describe your job?

A: I am the admin of an enterprise org for Securitas Security Services. I support, train, and encourage all sales reps and upper management in our North American business unit. 

I spend a lot of time putting out fires, but use the data on these fires to create long term solutions to the repetitive issues that arise. 

I work closely with the executive team to align the companies goals with the sales strategies. 

I feel as if I am the jack of all trades and the master of one...the one being

Q: How did you first get introduced into the Salesforce world?

A: We were looking for a CRM and I happened to play a role with the decision maker of the purchase and they got me involved in the process.

Q: When did you first get introduced to Salesforce? What year?

A: It was the 3rd quarter of 2011.

Q: What was your initial impression of Salesforce?

A: Amazing. I wanted more and thought it was the solution to many business needs.

Q: How did you transition from a Salesforce “newbie” to an experienced admin?

A: The community. I was reading and learning all I could, helping when I could along the way. This was before Trailhead. 

We did have a premier support agreement so I was taking all the online training courses I could. 

I ended up taking a week long live training course to prepare me for the admin certification, but to be honest, once I was there I knew all that they were teaching and ended up being a help to the other students. 

Attending Dreamforce annually since 2012, except for 2013, also opened my eyes to all the potential. 

I also attend any local events that I can fit in. 

It becomes a passion and you quickly become one of flock.

Q: What do you love most about being a Salesforce admin?

A: I have my hands in almost all aspects of the company. It provides me exposure I would not otherwise have access to. 

I work directly for the COO which might help to that end. Outside of that I love solving problems. 

Being an admin allows you to be the super hero for your company.

Q: What is the biggest impact you've had on your users or the organization?

A: The knowledge of the business going in would have to be close to the top. 

I used to do all the pricing for the national opportunities and I have built a very impressive network. I am a go to resource for historic knowledge. Knowing this I have place as much of that knowledge into salesforce so all can take advantage of it. 

I also teach/coach where I see weakness in a rep. 

The upper management does not take the time to do this so I take an active role in making new employees feel welcomed and prepared to do their jobs.

Q: Tell us a bit about a recent success story, describing a business challenge and how you addressed (or solved it) through the Salesforce platform.

A: Issue: Tracking Competitor Information on Our Opportunities

Solution: I created validation rules and guides on how to input the data to show who we are bidding against and who has the contract today. 

At opportunity close we track who has won. 

Based on this data I can provide changes in the market and track our ability to win when a change in providers has occurred. Reports and dashboards to show trends on who seems to be losing business has driven our sales up and provided insights into who is losing business in what industries and in what geographies.

Q: If you could give one piece of advice to another Salesforce admin, what would it be?

A: Ask amazing questions and many of them. Get to the true pain, issue, or request and understand the best way to resolve it. Not just once, but a solution that will stand the test of time.

Q: If you could give one piece of advice to another Salesforce user, what would it be?

A: Take the time to learn your org. If you invest up front on how to make Salesforce work for you, you will quickly not be working for Salesforce. Follow some best practices and update records and activity in real time. If you think you can be a once a week Salesforce user it will end up being a burdensome task resulting in hating it.

Q: What resources have you found most helpful – to build upon your current knowledge and experience in Salesforce, and to solve for any new and unexpected Salesforce issues that you come across?

Hands down the community. Trailhead is great, but if I could only have one or the other it would be the community.

About the author: David Giller

   David Giller a Salesforce MVP, User Group Leader, Trainer, Consultant, Blogger & Author.

Although he started his career as an attorney, David entered the world of enterprise-scale IT management at NBCUniversal, & continued at GE Capital, where he was first introduced to Salesforce & became known as "The Salesforce Guru."

David is now CEO of Brainiate, helping companies unleash the power of Salesforce. 

You can read more about David's bizarre career path here.

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