Job Details

ID #16644647
State District of Columbia
City Washington
Job type Permanent
Salary USD $120,000+ 120000+
Source National Geographic Society
Showed 2021-07-11
Date 2021-06-24
Deadline 2021-08-23
Category Art/media/design
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Salesforce CRM Manager

District of Columbia, Washington, 20036 Washington USA

Vacancy expired!

Who We AreThe Business Operations team supports the design, development, and growth of a well-functioning organization to maximize the effectiveness of the Society’s work. This team provides the Society with critical support functions, including the infrastructure, systems, policies and processes that help us achieve our mission in a responsible, accountable, efficient and ethical manner. The Business Operations team is comprised of a number of departments, including Program Operations, Measurement Evaluation and Research, Technology, Library + Archives, Operational Initiatives, and General Services & Facilities.

How You’ll ContributeThe Salesforce CRM Manager is responsible for managing all aspects of the Salesforce platform administration, integration, and data model and is accountable for ensuring that the configuration and related internal support serves the organization’s needs. As a Salesforce subject matter expert, within a diversely skilled technology team that includes software engineers, architects, quality assurance engineers, designers and product managers, you’ll contribute to the design and development of holistic system solutions. You’ll be a collaborator and thought leader within the data management working group focused on master data elements supporting National Geographic’s data strategy. Responsibilities include supervising staff and managed services teams to ensure that solutions meet best practices, fulfill customer requirements and are delivered in accordance to the established schedule. Applications in the Salesforce platform include Sales Cloud, Experience Cloud, Marketing Cloud, and Service Cloud along with integrated applications for learning management, event management, identity, and custom digital experiences.Your Impact

Responsibilities

Include

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 configuration and 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. Identify and evaluate third party apps from the Salesforce AppExchange to satisfy business requirements. Collaborate on the design and implementation of Odata, Oauth and API-based integrations, providing business and technical requirements for integrations relying on or providing data to Salesforce. Support data integrity by using tools and validation mechanisms to enforce data cleanliness and accuracy. 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, lightning Flows and other Salesforce features. Stay up to date with evolving Salesforce technologies and best practices and work with the Salesforce vendor team to validate solution approaches.

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 to measure success. Partner 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. Manage internal application support by ensuring the responsiveness to incident tickets in root-cause analysis and resolution of production issues in accordance with service level agreements. Coordinate customer training sessions for new features and custom functionality and collaborate with the Program Operations department to support ongoing customer training documentation and standard operating procedures.

Project and Delivery Management (35%): Collaborate with business partners and technology teams to determine new opportunities to provide holistic system solutions to strategic goals focusing on the role of the Salesforce Platform in the solution. Collaborate to clearly define technical requirements and design of new projects that include the Salesforce platform. Ensure an accurate and thorough documentation of system requirements, defined scope, and test scenarios for enhancements. Manage the deployment of Salesforce enhancements ensuring the related configuration, security and code have been developed and tested successfully, 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.

What You’ll Bring

Educational Background Bachelor's degree or equivalent work experience in Management Information Systems, Business Administration, non-profit administration or a related field. Salesforce Administrator certification is required; Advanced Administrator and Platform App Builder certifications are strongly preferred. ITIL, Agile or Scrum certification is strongly preferred.

Minimum Years and Type of ExperienceMinimum seven years’ experience working with complex top-tier off-the-shelf applications including Salesforce platform, customer relationship management (CRM), enterprise resource planning (ERP), 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 required.

Necessary Knowledge and Skills
  • Deep understanding of information security and IT service management concepts and processes.
  • Deep understanding of the Salesforce platform, including Sales Cloud, Marketing Cloud, and Experience Cloud, as well as Salesforce CRM best practices and resources.
  • Deeply collaborative work style with the ability to engage with business stakeholders, technical product managers, and architects in the development of data products and services.
  • Strong interpersonal communication skills at all levels and across functional groups.
  • Excellent planning, organizational, and time management skills and the ability to manage and prioritize multiple tasks in a dynamic work environment.
  • Familiarity with Salesforce AppExchange offerings.
  • Familiarity with IT principles and best practices.
  • Broad-based knowledge of information technology and business applications.

Desired Qualifications
  • Data modeling background is highly desirable.
  • Non-profit experience is a plus.

Supervision
  • 1 staff and 1-3 contract administrators

Vacancy expired!

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