CRM/ECM Applications Support Manager

Job Description

Job Description

CRM / ECM Applications Support Manager

Hybrid / Remote–Must Live in NC, SC, or VA)

CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

As a critical and senior member of the Applications Support team, the CRM / ECM Applications Support Manager will lead a team of developers and administrators to effectively ensure the smooth operation, optimization, and security of our organization’s Salesforce and SharePoint platforms. This individual will be responsible for full-cycle activities relating to implementation, development, and optimization of key digital platforms by interfacing with Executive Management and stakeholders as well as internal Technology teams to define resources project timeline, costs, and risks. This role will effectively collaborate with cross-functional teams, continuously drive platform enhancements, and maintain a seamless user experience to support key organizational objectives.

NORMAL DAY-TO-DAY WORK

1. Define and articulate the vision for CRM / ECM applications, and manage the day-to-day administration, configuration, and maintenance of Salesforce and SharePoint.

2. Lead, coach and mentor the Salesforce and SharePoint development teams to ensure continuous improvement of evolving system operation readiness and knowledge.

3. Monitor system performance, troubleshoot issues, and ensure data integrity.

4. Develop and manage partnerships with IT, business units, and external vendors to align platform capabilities and requirements with business needs and strategic goals.

5. Oversee and drive the development and implementation of new releases, features, process

streamlining, automations, and enhancements that can continue the evolution of the platforms.

6. Implement best practices for security, compliance, and governance.

7. Customize Salesforce using declarative tools (e.g., Process Builder, Flows) and oversee custom development (Apex, Visualforce).

8. Optimize and oversee development and configuration of SharePoint sites, libraries, and workflows for efficient collaboration and document management.

9. Provide Tier 3 – 4 level end-user support, troubleshoot issues, and support training department on creating training sessions and materials. This includes development of documentation, user guides, and FAQs to empower users.

10. Foster adoption of digital platforms by promoting platform features and benefits by leveraging platform analytics to track usage, identify trends, and recommend improvements.

11. Define project scope to stakeholders and CRM / ECM applications support team by creating and managing timelines, ensuring deliverables meet business and strategic goals.

12. Oversee and lead Salesforce platform integration at various levels across the business by having a sound understanding of objectives and proactively seek out opportunities to collaborate and engage all Position description business units.

13. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.

14. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position :

1. Minimum 7-9 years of Information Technology and / or Information Systems experience in an enterprise environment working directly with SharePoint and / or Salesforce development, inclusive of 1-3 years of management experience.

2. Salesforce Certified Platform Developer or ability to acquire certifications within one year of

employment.

3. Demonstrated experience gathering business needs and technology requirements from users as well as generating end-user and technical documentation.

4. Proven understanding of Salesforce and SharePoint product architecture and SDLC process.

5. Demonstrated knowledge of enterprise application integration, including the use of business process and forms; Collaboration services and / or document management and portal interaction.

6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to : PC, copier, telephone, etc.

7. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position :

1. BA / BS Business, Information Systems, Computer Science, or related field degree within software development.

2. Proven track record of successfully managing the analysis of business process, user requirements gathering, system configuration and optimization.

3. Relevant certifications in Salesforce or Microsoft 365 services (e.g Salesforce Certified Application Architect, Microsoft 365 Certified)

4. Mulesoft experience is a plus