Salesforce Loyalty Technical Lead

Overview:

At SageSure, we’re not just in the insurance business—we’re in the business of protecting what matters most to our customers. As a leader in providing innovative insurance solutions for America’s most challenging markets, we’re always pushing boundaries to offer exceptional service and products that stand the test of time. Now, we’re looking for a Salesforce Loyalty Technical Lead to help us elevate our customer engagement to new heights. As our Salesforce Loyalty Technical Lead, you’ll play a critical role in the integration and standup of SageSure’s Salesforce Loyalty Management (SFLM) platform. From day one, you’ll be instrumental in bringing this powerful system to life, ensuring it’s tailored to our unique needs and ready to deliver an exceptional customer experience. Post integration and deployment, you’ll manage and optimize SFLM and work closely with the Loyalty Marketing Manager to design, develop, and deploy loyalty solutions. If you’re passionate about Salesforce and its power to create meaningful connections, this role is for you. 

What you’d be doing:

Salesforce Loyalty Platform Integration & Standup

• Work with the implementation developer team and help lead the integration and standup of the SFLM system, ensuring a smooth and successful implementation.
• Collaborate with stakeholders to define requirements and configure the platform to meet SageSure’s customer loyalty objectives.
• Work closely with cross-functional teams to ensure the platform is integrated seamlessly with existing systems, including Salesforce Sales Cloud and Marketing Cloud.

Platform Administration and Management

• Take ownership of the SFLM as the primary contact and operational expert. Maintain and support the system, ensuring it delivers an exceptional customer engagement.
• Manage the day-to-day operations and administration of the SFLM, including maintaining loyalty member data, management of users, groups, and permissions to ensure system functionality.
• Work with IT, Software, Data Management and Finance to ensure seamless integration with SageSure systems, monitoring data flow and troubleshooting any issues that arise.
• Tune system for optimal performance, managing system resources, and troubleshooting bottlenecks
• Monitor for and update system per latest software releases.
• Implement patches/fixes as necessary.
• Implement system backup and disaster recovery best practices.
• Document system processes, configurations, and troubleshooting steps clearly and effectively.

SFLM Development and Enhancement

• Work with loyalty marketing manager to design, configure, and implement system functionality to meet the needs of user groups and customers. Identify and implement new features, processes, integrations and workflows.
• Conduct regular audits of the loyalty program and system integrations to ensure they meet business goals and customer expectations.

Data Management, Reporting & Security

• Maintain the highest standards of data security and integrity while keeping our loyalty programs running smoothly through regular updates and optimizations. 
• Maintain accurate and up-to-date customer records within the platform, ensuring data privacy and compliance with relevant regulations, such as GDPR.
• Utilize Analytics for Loyalty app to monitor the effectiveness of loyalty initiatives and support data-driven decision-making.
• Generate regular reports on program performance, including customer engagement metrics and campaign ROI.
• Knowledge of SSL/TLS, encryption standards, and security protocols.

Broader Salesforce Core Support

• Lend your expertise to Salesforce Sales Cloud and Marketing Cloud, supporting our sales and marketing teams with the tools they need to succeed.
• Build and refine workflows, reports, and dashboards that inform strategy and enhance performance across the board.
• Be the go-to resource for Salesforce technical support, ensuring our teams are empowered to use the platform effectively. 
• Lead training sessions that bring new users up to speed and help existing users get the most out of Salesforce. 

We’re looking for someone who has

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field. 
• Minimum of 3+ years of experience as a systems administrator or related position.
• Experience with the integration and implementation of Salesforce systems, particularly Loyalty Management.
• Proven experience administering and managing Salesforce platforms.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights and solutions using system capabilities.
• Strong communication skills and a collaborative spirit, with the ability to work effectively across teams. 
• Detail-oriented with strong organizational and project management abilities.
• Salesforce Administrator certification is required

Skills

• Automation Tools: Skilled in using marketing automation tools to create workflows, triggers, and customer journeys.
• Scripting and Customization: skilled knowledge of scripting languages like JavaScript, SQL, or Apex to customize workflows and reports.
• Basic skills in HTML/CSS for customizing email templates and landing pages.
• Systems configuration
• Data Management
• Security Protocols: Knowledge of SSL/TLS, encryption standards, and security protocols.
• GDPR and CANSPAM Compliance Standards
• Root Cause Analysis: Skills in identifying and resolving system issues efficiently.
• Log Analysis: Ability to analyze system logs and performance data to diagnose problems. Ability to build and lead a team and work cross-functionally to achieve goals and drive collaborative efforts.
• Technical Writing
• A/B testing

Personal Attributes

• A proactive approach to problem-solving: an eye for detail and a passion for excellence.
• Analytical Thinking: Capable of breaking down complex issues into manageable parts and finding effective solutions.
• Resourcefulness: Ability to troubleshoot problems using available resources and find creative solutions.
• Attention to Detail:
• Precision: Careful and methodical approach to tasks, ensuring configurations, settings, and data are accurate.
• Thoroughness: Double-checking work to prevent errors and ensure all aspects of a task are covered.
• Dependability: A track record of being reliable and consistently delivering on tasks, even under pressure.
• Accountability: Willingness to take ownership of tasks and outcomes, accepting responsibility for successes and failures.
• Clear Communication: Ability to explain technical concepts in simple terms to non-technical colleagues or clients.
• Calm Under Pressure: Maintaining composure in stressful situations, such as system outages or emergencies.
• Persistence: Willingness to continue working on a problem until it is fully resolved.
• Collaborative: works well with others

Highly preferred candidates also have:

• Certifications in Salesforce Loyalty Management, Sales Cloud, or Marketing Cloud are a plus. 
• Salesforce Platform Developer I certification
• Experience working with customer loyalty and rewards systems
• Experience in the insurance industry

About the Marketing Team at SageSure:

A dynamic team of creative, strategic, and specialized professionals collaborate to handle every aspect of the marketing function at SageSure, from campaign strategy and market analysis to brand marketing and communications. Marketing at SageSure drives the business forward, helping us meet our ambitious business objectives and produce measurable results. In other words: your work directly contributes to the success of the organization. This is your opportunity to enhance your skills, leverage your subject matter expertise, collaborate cross-functionally, learn from service-oriented leaders across the business, and make your mark. Join us, and let’s grow together.