CRM Systems Support Manager

3 weeks ago

Raleigh, North Carolina, United States 10X Recruiting Partners Full time
Job Description

We are seeking a skilled Crm Systems Support Manager to lead our team of developers and administrators in ensuring the smooth operation, optimization, and security of our organization's Salesforce and SharePoint platforms. This individual will be responsible for full-cycle activities relating to implementation, development, and optimization of key digital platforms by interfacing with Executive Management and stakeholders as well as internal Technology teams to define resources project timeline, costs, and risks.


About the Position

This role will effectively collaborate with cross-functional teams, continuously drive platform enhancements, and maintain a seamless user experience to support key organizational objectives. The ideal candidate will have a minimum of 7-9 years of Information Technology and/or Information Systems experience in an enterprise environment working directly with SharePoint and/or Salesforce development, inclusive of 1-3 years of management experience.


Responsibilities
  1. Define and articulate the vision for CRM/ECM applications, and manage the day-to-day administration, configuration, and maintenance of Salesforce and SharePoint.
  2. Lead, coach and mentor the Salesforce and SharePoint development teams to ensure continuous improvement of evolving system operation readiness and knowledge.
  3. Monitor system performance, troubleshoot issues, and ensure data integrity.
  4. Develop and manage partnerships with IT, business units, and external vendors to align platform capabilities and requirements with business needs and strategic goals.
  5. Oversee and drive the development and implementation of new releases, features, process streamlining, automations, and enhancements that can continue the evolution of the platforms.
  6. Implement best practices for security, compliance, and governance.
  7. Customize Salesforce using declarative tools (e.g., Process Builder, Flows) and oversee custom development (Apex, Visualforce).
  8. Optimize and oversee development and configuration of SharePoint sites, libraries, and workflows for efficient collaboration and document management.
  9. Provide Tier 3 – 4 level end-user support, troubleshoot issues, and support training department on creating training sessions and materials. This includes development of documentation, user guides, and FAQs to empower users.
  10. Foster adoption of digital platforms by promoting platform features and benefits by leveraging platform analytics to track usage, identify trends, and recommend improvements.
  11. Define project scope to stakeholders and CRM/ECM applications support team by creating and managing timelines, ensuring deliverables meet business and strategic goals.
  12. Oversee and lead Salesforce platform integration at various levels across the business by having a sound understanding of objectives and proactively seek out opportunities to collaborate and engage all business units.
  13. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.

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