Where on the org chart do Administrators fit?
August 19, 2010 5 Comments
I have lots of tweeps who are Salesforce Administrators. In title, or job description or both. We are a feisty lot with strong opinions. I’m can’t wait to hear how they weigh in on this one.
In what department should a Salesforce Administrator work?
I suppose the quick, easy answer is “it depends”. If the organization is large and only one or a few of the departments is using Salesforce, perhaps it makes sense for the Salesforce Admin to work for the department in question.
If, however, the organization has adopted Salesforce in many, if not all, departments, it probably makes more sense for the Administrator to report up through the IT organization. Me and my teammates are in this category. (We each have our own specialities. I came to my role from the Customer Service side of things. Our Analyst comes from a Sales and Marketing background. Finally, our Developer comes from an IT world. Between the three of us, we can handle anything!)
Here’s where I get controversial! On some level, this type of decision comes down to corporate culture. Is the IT team in your organization responsive to the needs of the business? Can they leverage the flexibility and extensibility that Salesforce offers to meet the ever-changing needs of the business users? If not, then the administrator role should probably live outside IT!
The only way a Salesforce Administrator can do right by the business is if they are unconstrained by titles and org charts. They have to be able to push back on even the most hardened and crusty VP.
VP: “I want a checkbox on this page and I need it yesterday!”
Administrator: “No, I’m not going to put a checkbox there. The process is broken and needs to be reworked. Let’s do that instead.”
How does this work in your organization? Please fill out this unscientific poll and weigh in via the Comments.