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CRM Manager 15017 Scottsdale, AZ 12/3/2021 9:38:30 AM

CRM
FTE - Client

Job Description

CRM Manager
The CRM Manager will operate as a core leader within the IT Front End Development Team and will be responsible for leading a team and enabling new features to optimize strategic solutions within the customer journey.
 
 As a member of our technical leadership group, you will have both the accountability and expectation to build systems that are taking the organization's CRM technology to the next level by enabling features and functions that can become a competitive advantage.  Success in this role requires a solid background in Salesforce.
Responsibilities
  • Lead a team of developers and QA resources to support, enhance and maintain our current CRM stack
  • Provide architectural oversight of CRM stack (e.g. Sales Cloud, Marketing Cloud, Drawloop, Docusign)
  • Responsible for making key decisions regarding CRM infrastructure and roadmap
  • Ensure technology is always maintained to ensure compliance with vendor support requirements.
  • Make recommendations for improvements to CRM stack to increase both reliability and maintainability of technology
  • Delegate appropriately to ensure the team is handling most tasks and deliverables.  Act more as an escalation point than a point of reliance.
  • Responsible for all work produced by the team
  • Understand skills gaps, and recommendations to address, within the team to ensure ability to maintain system functionality and improvements
  • Oversee and implement configuration management procedures for smooth deployment of code between non-prod and prod environments
  • Develop, in cooperation with team member, plans for both professional and technical growth
  • Manage relationship with business partners to foresee future work and opportunities
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking current practices; participating in professional societies.
  • Responsible for system uptime and adhering to SLA standards for system availability
  • Troubleshoot and resolve production issues that are escalated to you
  • Has pride of ownership in the work you produce
  • May run Agile ceremonies (e.g. planning, standup, etc.) and act as a Scrum Master for area of responsibility

Job Requirements

Qualifications:
  • 6-8 years of experience with CRM, specifically Salesforce
  • 2-4 years of experience as a Technical Lead and/or Mentor
  • Experience with Community Cloud is a plus
  • Strong understanding of agile and project methodologies and processes
  • Excellent written and verbal communication skills including technical writing skills
  • Can communicate a complex technical situation to someone who is a novice technically
  • Has demeanor and presence to communicate at all levels of the organization
  • Is highly driven towards on-time, on-budget deliverables that meet the company's objectives
  • Self-starter
  • Effective system design and problem-solving skills
  • Preference for simple solutions over complex ones
  • Ability to prioritize multiple tasks and manage expectations across multiple company functions
  • Has experience using Jira, ServiceNow or similar systems for managing backlog and requirements/user story tracking
  • Occasional travel throughout the country may be required