The Salesforce CRM Manager is responsible for managing all aspects of Salesforce platform administration, development, and data quality and is responsible for ensuring that the configuration and related internal customer support serves the organization’s needs. Responsibilities may include supervising staff and managed services teams to ensure that solutions fulfill customer requirements and are delivered in accordance to the established schedule. Applications in the Salesforce platform include Sales Cloud, Community Cloud, Marketing Cloud, Service Cloud and External Identity along with integrated applications including learning management, event management, and community.
Areas of Responsibility:
- Salesforce Platform Management (35%): Ensure controlled process in the delivery of new functionality including migration of changes across development, test and production instances. Ensure proper security measures are in place and are followed. Manage security settings that provide user access to data. Manage sandbox instances and their refresh schedules. Log and manage support cases reported to application vendors. Monitor batch and scheduled reports, processes and integrations to ensure proper functioning. Ensure Salesforce release upgrades are deployed in a controlled manner to ensure minimal disruption to the business while adding features that enhance the application. Identity and evaluate third party apps from the Salesforce AppExchange to satisfy business requirements. Provide guidance on the design and implementation of Odata, Oauth and API-based integrations. Oversee staff and contract resources responsible for the creation of new reports and dashboards, email templates, document creation templates, validation rules, approval processes, workflow rules, process builder actions, lightning pages, page layouts, data fields, sharing rules, list views, auto-assignment rules and other Salesforce features.
- Business Relationship Management (30%): Ensure Salesforce is configured to satisfy business requirements. Collaborate with business units and the Measurement & Evaluation department to determine reporting and dashboard requirements. Work with internal customers of Salesforce platform to manage the intake and prioritization of enhancements and defects, based on business priorities and available resources. Manage the expectations for delivery and business partner participation, establishing timelines for joint efforts and working to maintain customer engagement and adherence to schedule. Oversee evaluation of new features of release updates for installed Salesforce applications, identify features of interest to the applications’ stakeholders and determine with them the roadmap for rolling out new features. Serve as a technical point of contact for Salesforce platform to implementation partners and internal groups seeking integration or data sharing. Provide expertise and advice on Salesforce products and solutions. Work directly with internal customers to provide application support to user community by overseeing resolution of incident tickets in ServiceNow; analyzes the cause of and resolves production issues. Coordinate customer training sessions on relevant topics and ensure documentation of Knowledge Articles in ServiceNow to support ongoing customer training documentation.
- Project and Delivery Management (35%):Collaborate with business units to determine new opportunities to provide system solutions to strategic goals using the Salesforce Platform. Lead requirements and design of new projects built on the Salesforce platform and identity reporting and dashboard requirements to measure success of the program. Ensure an accurate and thorough documentation of user requirements for enhancements and a timely and effective production support process. Manage the deployment of Salesforce projects and major enhancements ensuring development, successful execution of test scenarios, and coordination of user acceptance testing before deployment. Oversee managed services team responsible for delivering the technical solutions, ensuring that solutions fulfill customer requirements and are delivered in accordance to the established schedule. Ensure work is appropriately planned and monitored in project management tool.
Educational Background:
Bachelor's degree or equivalent work experience in Management Information Systems, Business Administration, non-profit administration or a related field.
Skills/Experience:
- Salesforce Administrator certification is strongly preferred. ITIL, Agile or Scrum certification is strongly preferred.
- Minimum seven years’ experience working with complex top-tier off-the-shelf applications including Salesforce platform, customer relationship management (CRM), enterprise resource planning (ERP), grants management, or similar cloud based systems.
- Experience should include demonstrated management of IT service delivery. Experience should include internal customer management as well as the management of small teams applying technology to solve business problems.
- Experience administering Salesforce applications is strongly preferred as well as experience with a non-profit organization.
- Deep understanding of information security and IT service management concepts and processes.
- Deep understanding of the Salesforce platform, including Identity, Sales Cloud, Marketing Cloud, and Community Cloud, as well as Salesforce CRM best practices and resources.
- Familiarity with Salesforce AppExchange offerings.
- Familiarity with grant making and grant management are a plus.
- Familiarity with IT principles and practices.
- Broad-based knowledge of information technology and business applications.
- Strong analytical skills and problem solving skills.
- Strong interpersonal and business communication skills.
- Strong written and verbal communication skills. Ability to manage and prioritize multiple tasks in a dynamic work environment.
- Ability to translate business needs into formal requirements documentation.
- Ability to analyze and document business processes.
- ITIL v3 certification and/or experience with IT Service Management a plus.
Compensation/Benefits:
National Geographic's headquarters is located in the heart of Washington, D.C. In addition to a unique and dynamic work environment, National Geographic offers its employees a comprehensive benefits package, including health and dental benefits, generous vacation and leave time, a 401(k) plan, and flexible work options. National Geographic is an Equal Opportunity Employer
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 10 2019
Active Until:
Nov 10 2019
Hiring Organization:
National Geographic Society
industry:
Nonprofit