CRM Manager ( SalesForce )

Responsibilities and Essential Duties:
Lead and manage a team of Business Analysts, System Administrators, Developers and support members using a hybrid of on staff and partner resources. Supervise the day-to-day activities of the team to ensure effective support and development of new innovations in CRM applications
Oversee the use of Salesforce CRM/CPQ across the organization, including supporting business teams with assessing needs, customizing systems, coordinating with IT, and creating strategies to optimize the CRM/CPQ systems.
Manage vendor relationships for consulting on development, configuration, and licensing.
Measure and report on the impact of the application on business process efficiency, effectiveness, and user satisfaction. Analyze the collected data to identify trends, uncover areas for improvement, and provide actionable insights that drive optimization efforts, ensuring the application continues to meet the evolving needs of the organization and delivers maximum value.
Collaborate with other dependency groups (technical and non-technical) to ensure seamless integration and interoperability of CRM applications with other enterprise systems to support overall business objectives.
Proactively identify and respond to issues, limitations, and deficiencies in the custom application configuration and delivered application software. Research potential solutions and provide recommendations to senior leaders.
Stay current on industry standards and best practices to correct or improve business processes as related to application responsibilities. Recommend and lead ideas for functionality enhancements based on business process improvements.
Plan ahead for upgrades, seasonal releases and long-term projects. Assess potential impacts, prepare necessary resources, coordinate with relevant stakeholders, and develop detailed timelines to ensure smooth and efficient implementation and minimal impact on ongoing operations.
Utilize effective organizational change management, including training, communication, and organizational alignment.
Lead Salesforce-related projects, including new implementations, upgrades, and enhancements, ensuring they are completed on time and within budget. Maintain regular communication to keep involved parties informed about developments and plans.
Cultivate business relationships with stakeholders to foster collaboration and drive project results to achieve organizational objectives.
Promote and be accountable for quality customer service, solving customer problems quickly and effectively with minimal impact to business operations. Handle escalated problems and/or situations that are difficult and complex in nature.
Approach a complex task or problem by breaking it down into its component parts and considering each part in detail.
Monitor and report on Key Performance Indicators (KPIs) as requested. Be responsible for achievement of planned goals, projects, and deliverables.
Responsible for managerial matters such as performance appraisals and goal setting, promotions, salary recommendations, and terminations in accordance with the company hiring process, personnel policies, and budget requirements.
Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
Initiate and direct collaboration to continually develop/enhance best practices that promotes teamwork and supports team and business success.
May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:
Bachelor's degree in Management Information Systems, Business Information Systems, or related field.
Working with Salesforce Administration and SDLC including data conversion and system testing.
Managing / Leading Salesforce teams and projects, working in capacities with decision-making authority, coordinating and delegating multiple responsibilities, and managing operations activities with demonstrated successful business outcomes.
Salesforce.com Sales & Marketing.
Leading multiple complex deployments implementing Salesforce applications.
Advanced knowledge of Salesforce integrations and interfacing with third-party applications.
Strong experience with Master data management and report development.
Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes.
Exceptional data management abilities while maintaining data accuracy and integrity.
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and work with teams laterally and upwards.
Detail oriented with creative and analytical thinking abilities.
Ability to understand and articulate data model changes, solution designs, and other complex processes to a non-technical audience.
Advanced problem-solving skills to find solutions to problems that are technically complex and require collection, interpretation, and analysis of data from diverse sources.
Ability to analyze situations accurately, utilizing a variety of analytical techniques to make well informed decisions.
Excellent project management skills, business aptitude and a positive attitude.
Ability to critically evaluate and prioritize information gathered from multiple sources and reconcile conflicts.
Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with vendors, service dealers, customers, and all levels of company staff.

Preferred Qualifications:
Master's degree in Management Information Systems, Business Information Systems, or related field.
Salesforce Administrator, Advanced Administrator, or Specialty Certifications.
Certifications in Agile, AWS, Database, or Language specialties.
Familiarity with VS Code.
Previous experience working in a SCRUM or Agile environment.
Experience in consumer lending or financial services with knowledge of underwriting.