Role Overview:
The Senior Manager, CRM Commercial Application guides and leads the technical direction for the development, design, and systems integration of multiple CRM systems that support various commercial business processes across Marketing, Sales, and Service. This position prepares solution designs and guides other technical resources in developing the designs. This position also leads in technical research and development design to enable continuous innovation within the cloud application space, and ensures that system hardware, software, operating systems, and related policies and procedures adhere to organizational specifications, values, and goals.
Duties & Responsibilities:
Design & System Management
- Lead the development design of business systems solutions from conceptualization through stabilization using various computer platforms
- Analyze and translate business requirements into technical specifications, present options, evaluate and recommend solutions
- Drive out unperceived business needs, leverage existing solutions (across Brother companies, publicly available, vendor packages, etc.) where appropriate
- Proactively identify and communicate process and system improvement ideas to IT or business
- Support development and oversee the implementation of approved project plans and activities
- Collaborate with other application managers to support various marketing platforms (Pardot, Salesforce Marketing Cloud, Data Cloud, etc.)
- Recommend new systems or services, system upgrades, or other infrastructure improvements
- Research industry trends and proactively communicate issues of relevance to decision-makers
- Collaborate with team members and internal customers across the organization to ensure business requirements and IT resources are aligned and understand the solutions being developed
Salesforce for Sales/ Service
- Design and implement scalable end user security model for the CRM Application.
- Ensure secure access to the systems including the activation and deactivation of users.
- Oversee the continued support and development of the Salesforce Sales application as needed and prioritized by the Brother sales teams
- Oversee the current needs for Salesforce related Service solutions in support of those business areas needing this application
- Manage team through implementation of all configurations and light customizations for the SFDC system and related integrations
Vendor Management
- Maintain vendor relationships to keep informed of IT industry trends
- Determine hardware and / or software needs
- Coordinate maintenance activities
Mentorship & Training
- Develop logical, thoughtful, intuitively sequential training documents
- Provide leadership, technical guidance to staff.
- Deliver constructive feedback to individual team members and their respective manager regarding performance on projects and support work
- Apply new technical skills as driven by business need and/or technology advancements
Experience & Qualifications:
Education
- Bachelor's Degree (or equivalent experience) Information Technology, Business, or related field
Experience
Minimum 10 years
- Business Process redesign and integration with various Enterprise solutions;
- Project and Program Management experience;
- Salesforce functional and configuration experience, translating and streamlining business processes within Salesforce to transform overall end-to-end operations;
- Experience working in a business-facing role supporting CRM systems where coordination with IT resources is required
Licenses and Certifications
- Salesforce Administrator
- Salesforce Advanced Administrator
- Salesforce Architecture (Application and/or System)
Languages
Preferred
- French-Canadian
- Portuguese
Software/Technical Skills
- Salesforce Development (APEX, SOQL, Flows, etc)
- Knowledge of Atlassian Suite (Jira / Confluence)
- Knowledge of application development technologies, methodologies, and standards
- DevOps process and tools (CI/CD, Copado, Elements.Cloud)
Other Skills/Knowledge/Abilities
- Ability to lead and train large groups of users on business process and system utilization
- Excellent data analysis, analytic and problem-solving skills
- Ability to drive continuous improvement
- Ability to identify current or future problems or opportunities; ability to analyze, synthesize, and compare information to understand issues, identify cause/effect relationships and explore alternative
- Ability to adjust style/technique to assist group process and understanding
- Ability to demonstrate effective verbal/written/listening skills
- Ability to work with diverse groups, resolve conflicts, and lead teams to achieve desired results
- Ability to seek out, build, foster, and maintain productive relationships and networks to meet goals and achieve results
- Ability to use knowledge of internal/external factors impacting the industry to make decisions and take intelligent risks
- Ability to remain focused in the face of ambiguity/change and lead change positively
Additional Details for This Role:
This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid
Base Salary
- The targeted base salary range for this position is $150,000 - $190,000 per year.
- Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
Additional Compensation
- This position is eligible for a 20% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
- Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effe