Manager, Salesforce Customer Relationship Management (Hybrid)

If you are a current Chamberlain Group employee, please click here to apply through your Workday account.
Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.
As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem.
This role is responsible for management, maintenance, and support of the Salesforce.com ecosystem at Chamberlain Group. This role will partner with the Business Owners of the individual Salesforce.com clouds (Sales, Service, Marketing) to drive ongoing alignment and manage a roadmap of initiatives that enable the business strategy. The role will support all and sometimes lead Salesforce projects, enhancements leveraging project management methodology and ensuring delivery on time, on budget, with quality. This role will partner with individual contributors along with a team of contracted developers and administrators who support, maintain, and administer the Salesforce platform, working with and supporting admins from each individual cloud to ensure efficient processes. This role will assist with the Change Control and Release Management process, minimizing risk and helping ensure successful deployments of Salesforce functionality. The role will stay current with Salesforce product and technology roadmaps, identify opportunities to further leverage the platform to drive value for Chamberlain, educate colleagues and stakeholders, and contribute to application strategy and roadmaps. The role requires project leadership, coordination, deployment, configuration management, gathering business requirements, design, documentation, customization and configuration experience.
Essential Duties and Responsibilities

• Collaborate with sales, finance, marketing, sales operations, customer service, and other key stakeholders to define and execute Chamberlain Group's Salesforce.com (SFDC) strategy and roadmap, in alignment with the overall IT applications strategy and roadmap
• Create and maintain a backlog of Salesforce Cloud initiatives from across the Chamberlain Group clouds to ensure visibility and the appropriate prioritization. Manage the Chamberlain Group Salesforce Governance process to prioritize initiatives collaboratively with cross-functional stakeholders
• Stay current with Salesforce.com product and technology roadmaps and industry trends
• Identify, implement, gain adoption, and maintain processes and standards for the use of SFDC along with integrated tools and reporting and future potential 3rd party tools as needed by the business
• Support a team of Salesforce admins and developers who support, maintain, and administer the platform working collaboratively with admins from individual clouds. Maintain overall SFDC system configuration, dashboards, reporting, and data maintenance, including new objects, functionality, customizations, page layouts, etc.
• Lead project teams to define and design proposed solutions that meet requirements and adhere to platform and application design guidelines, strategies, and industry best practices
• Manage creation of deliverables according to the Software Development Lifecycle such as functional and technical specifications; review deliverables of direct reports to ensure quality, consistency, and long-term supportability
• Manage end-to-end project delivery; prepare work estimates and work schedules; manage issues and risks; manage stakeholder communications
• Maintain knowledge of new Salesforce.com capabilities and educate Chamberlain Group stakeholders on the benefits of those capabilities. Create training content and deliver internal training to relevant parties. Serve as the internal evangelist for the use of the platform
• Ensure SFDC processes and approval flows comply with all internal and external audit requirements, data privacy, and regulatory requirements
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
• Protect Chamberlain Group's reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Supervision Exercised

• Motivate and lead a high performance team by attracting, developing, engaging and retaining team members
• Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company's policies
• Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications
• Lead and motivate individuals and teams to create a workplace culture that is consistent with the CG mission, vision and values.

Minimum Qualifications
Education/Certifications:

• Bachelor's Degree in Business or Information Systems, or equivalent

Experience:

• 7+ years total in Information Technology or Customer Relationship management systems support
• 4+ years hands-on experience with SFDC administration with understanding of reports, dashboards, and analytics
• 4+ years experience training and supporting users on the SFDC platform
• 3+ years of project management experience
• 3+ years of direct functional management experience
• 2+ years leading Salesforce projects successfully
• 2+ years of demonstrated expertise in multiple Salesforce clouds

Knowledge, Skills, and Abilities:

• Self-motivated, data capable, detail oriented and possess the business acumen to identify areas of opportunity within our business systems and practices
• Possess the analytical and communication skills necessary to create and advocate for a business plan around areas of identified opportunity
• Recognized "go-to" resource by business stakeholders to help analyze and solve business problems; considered an indispensable partner by business stakeholders; lead business requirements analysis, develop a point of view, and recommend solutions based on experience and industry best practices
• Expertise in data analysis; strong knowledge of business reporting needs and KPIs and ability to translate those needs into reporting solutions; strong knowledge of application data models, able to analyze data to answer business questions and present results to business stakeholders up to senior management
• Business Relationships: Build and maintain strong relationships with stakeholders from end users to Directors; proactively manage stakeholder expectations; sought out as a trusted advisor; maintain strong working relationships with key internal customers
• Project Management: Able to create work breakdown structure and project plans for large, complex, cross-functional projects; able to identify resource requirements and create resource plans; able to effectively manage project execution, manage issues and risks, and drive successful completion on-time/on-budget
• Communicate clearly and effectively in both written and verbal communications; concise and direct; can communicate effectively to all levels; can speak in business language, articulate a point of view and drive to a business decision
• Build and manage strong partner relationships with external suppliers.

Other:

• Able to travel occasionally domestically

Preferred Qualifications
Education/Certifications:

• Master's degree in computer science.
• Relevant Salesforce Certifications such as Salesforce Administrator.

Experience:

• Experience with Salesforce Sales Cloud, Service cloud, Experience cloud, Pardot and Marketing Cloud.
• Experience with Integrations to Salesforce such as via BOOMI.
• Experience with Atlassian software suite especially JIRA.

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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].
NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.