Salesforce Program Manager

At Liberty, we are proud to integrate our Diversity, Equity, and Inclusion (DE&I) throughout all functions and areas of the Bank to maximize our impact and exceed goals. We believe deepening our DE&I strategies in the workplace and communities we serve creates a much better place to work for our teammates and a safe place where our customers are connected and supported. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

SUMMARY OF THE JOB :

The Salesforce Program Manager at Liberty Bank will provide strategic oversight and coordination for both the implementation and ongoing management of the Salesforce platform. This role will ensure alignment with the bank’s long-term business goals and customer-focused initiatives, manage cross-functional collaboration, oversee risks, and drive consistent communication among stakeholders, implementation partners, and Salesforce representatives to optimize the platform for operational efficiency and exceptional customer experiences.

ESSENTIAL FUNCTIONS:

Strategic Oversight and Alignment

• Lead the strategic planning and execution of the Salesforce platform to align with Liberty Bank’s long-term business goals and customer-focused initiatives.
• Ensure the platform evolves to meet emerging business needs and industry best practices.
  
  

Implementation Leadership

• Oversee the successful implementation of Salesforce, ensuring timelines, budgets, and deliverables are met.
• Manage collaboration with the implementation partner, Salesforce representatives, and internal project teams.
  
  

Cross-Functional Coordination

• Facilitate communication and alignment across multiple departments and stakeholders to ensure seamless integration and adoption of Salesforce.
• Act as a primary liaison between executive leadership, business units, and technical teams.
  
  

Ongoing Platform Management

• Develop and execute a roadmap for the ongoing optimization, enhancement, and governance of the Salesforce platform.
• Ensure data integrity, system performance, and compliance with regulatory requirements.
  
  

Team Leadership and Supervision

• Supervise and provide leadership for the Salesforce Business Analyst(s) and potentially other Salesforce-related roles as the team grows.
• Foster a collaborative team environment, ensuring continuous professional development and alignment with the bank's goals.
  
  

Risk Management and Issue Resolution

• Identify, assess, and mitigate risks related to Salesforce projects and operations.
• Proactively resolve issues and implement improvements to ensure project success and platform reliability.
  
  

Training and Change Management

• Lead efforts to drive user adoption, training, and change management strategies across the organization.
• Champion the cultural and operational changes necessary for Salesforce success.
  
  

Performance Measurement and Reporting

• Establish and monitor key performance indicators (KPIs) to measure the impact of Salesforce on business operations and customer experiences.
• Provide regular updates to executive leadership on project and platform performance.
  
  

Minimum knowledge/skills:

Knowledge and Expertise

• In-depth understanding of Salesforce platform capabilities, including Sales Cloud, Service Cloud, and Marketing Cloud.
• Knowledge of CRM best practices, data governance, and business process optimization.
• Familiarity with financial services industry processes, regulatory compliance, and customer-centric strategies is highly desirable.
  
  

Technical Skills

• Proficiency in Salesforce administration, configuration, and reporting.
• Familiarity with integration tools, APIs, and related technologies (e.g., MuleSoft, Tableau, or other BI tools).
  
  

Leadership And Management Abilities

• Strong leadership and supervisory skills to manage and develop a team, including Salesforce Business Analysts and other roles as required.
• Ability to influence and collaborate with executive leadership, cross-functional teams, and external vendors.
• Exceptional problem-solving and decision-making skills with the ability to manage risks effectively.
  
  

Communication and Change Management

• Excellent communication and interpersonal skills to manage stakeholder relationships and drive user adoption.
• Experience leading organizational change management, training, and user support initiatives.
  
  

Analytical and Strategic Thinking

• Strong analytical skills to interpret data and make informed recommendations for Salesforce enhancements and business process improvements.
• Strategic mindset to develop and execute long-term roadmaps for platform optimization.
  
  

Education And Experience

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field is required; a Master’s degree is preferred.
• Minimum of 7-10 years of experience in CRM program management, Salesforce implementation, or a similar role.
• Experience in the financial services industry or a highly regulated environment is strongly preferred.
  
  

Certifications and Licenses

• Salesforce certifications such as Salesforce Administrator, Salesforce Advanced Administrator, or Salesforce Platform App Builder are required.
• Salesforce Certified Application Architect or Salesforce Certified Program Architect is a strong advantage.
• PMP (Project Management Professional) or Agile certifications (e.g., Certified Scrum Master) are highly desirable.
  
  

Other Requirements

• Proven experience in managing large-scale CRM implementations and driving successful adoption across complex organizations.
• Familiarity with regulatory compliance in financial services, including privacy and data security policies.
• Ability to travel as needed to coordinate with external partners and attend industry events or training.
  
  

PHYSICAL REQUIREMENTS:

• General Office Equipment
• Keyboard Dexterity
• Prolonged Sitting
  
  

COMPLIANCE:

Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

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