CRM Systems Manager

4 days ago

Houston, Texas, United States Pattern Energy Group Full time
About the Role

Pattern Energy Group is seeking a highly skilled CRM Systems Manager to join our team. As a key player in our Salesforce ecosystem, you will design and implement sophisticated Salesforce solutions to support various departments, including Business Development, Construction, Operations, Origination, External Affairs, Finance, and Project Execution.

This role demands expertise in Salesforce configuration, architectural documentation, and integration to optimize business functionality, scalability, and performance. You will collaborate with cross-functional teams to architect, configure, test, and implement Salesforce solutions, utilizing Agile methodologies and the SDLC process.

The CRM Systems Manager will engage closely with stakeholders to understand their needs and ensure that Salesforce functionalities adapt to evolving business processes. You will work alongside the Senior CRM Product Manager, who leads the tool strategy and system architecture design, to provide daily support, address complex issues, and assist new users.

This role will oversee and manage the release lifecycle, including scheduling, coordinating, planning, developing, testing, and deploying releases in collaboration with the team.

Key Responsibilities

System Management and Development (60%):

  • Collaborate with cross-functional teams to design, develop, test, and implement innovative solutions within our Salesforce instance.
  • Develop comprehensive configuration designs and architectural documentation to support the successful implementation of projects.
  • Identify and recommend based solutions, integration points, and related implementation architecture for business usage improvements, scalability, and performance.
  • Understand and analyze cross-functional impacts of business requirements to configuration, process, workflow, and reporting, and incorporate into user support interactions.
  • Serve as the expert to define, design, and configure error features and enhancements to Salesforce platform by bridging the gap between the current implemented Salesforce functionalities and Pattern's evolving business processes.
  • Utilize Azure DevOps for release management, version control, and continuous integration/continuous deployment (CI/CD) processes.
  • Responsible for designing, prototyping, developing, and unit testing solutions for projects and maintenance & enhancement releases.
  • Work with the CRM team and Business Owners to co-ordinate build efforts, leading QA and UAT efforts.
  • Execute integration testing with Apex test classes and maintain maximum code coverage.
  • Maintain expert-level knowledge of Salesforce system architecture and development best practices to scale implementations across multiple Pattern business units.
  • Develop complex integrations between SFDC and other systems, either through custom API or middleware tools such as Logic Apps.
  • Experience integrating Salesforce with external systems (REST & SOAP API, JSON & XML, etc.).
  • Provide day-to-day technical support and problem resolution, including managing user errors, bug request queue, troubleshooting, and escalating issues when needed.
  • Own and manage assigned support tickets and responsible for the backlog delivery.
  • Strong foundation in version control, configuration management, deployment methodologies, and release management.
  • Conduct regular training sessions to keep the teams updated on new Salesforce features and incorporate best practices into their daily operations.
  • Ensure data integrity and security by maintaining user roles, profiles, security settings, and data access.

System & Management Reporting (10%):

  • Own KPI reporting and other performance presentations to management and other executives.
  • Define, measure, and deliver reports on user adoption key metrics.

Training & Output Support (30%):

  • User support is important to our team; therefore, the Senior Salesforce Business Analyst & Manager should enjoy all aspects of user management, including new user training, feedback gathering, troubleshooting, and debugging application systems on priority and timely manner, etc.
  • Conduct regular training sessions to keep the teams updated on new Salesforce features and incorporate best practices into their daily operations.
  • Develop intermediate complex reports and dashboards within Salesforce CRM for a variety of audiences in the system.
  • Assist with new users and ongoing user training sessions.
  • Monitor and improve user adoption.
  • Provide mentoring and technical leadership to other team members.
Requirements

Educational and Work Experience

  • Minimum 5 years of experience in implementations and ongoing operations of a Salesforce org in a senior business systems analyst role.
  • 3-5 years of Lightning Web Component Development experience designing and developing complex custom Salesforce solutions.
  • A bachelor's degree in computer science would be advantageous.

Additional Requirements

Skills:

  • Salesforce Administrator Certification is required. Candidates with Advanced Admin Certification and/or System Developer or Architect would be advantageous.
  • Advanced knowledge and understanding of system configurations, customizations, and the ability to audit, recommend, improve, and/or update customizations to fit the needs of each internal stakeholder.
  • Proficiency in utilizing Azure DevOps for release management and CI/CD processes.
  • Experience with process mapping, workflow design, and reporting within Salesforce.
  • Advanced understanding of how Salesforce interacts with other platforms, such as D365 Finance and Operations (D365FO) ERP (Enterprise Resource Planning), SharePoint, Smartsheet, In Eight, Leankor, ServiceNow, HubSpot, Microsoft Teams, Outlook, LinkedIn, etc.
  • Experience in building strong working relationships with business partners, application users, and project managers.
  • Although this role has no direct reports, it plays a crucial part in shaping team dynamics and driving organizational success.

Qualities:

  • Ability to multi-task, plan, organize, and effectively execute tasks and projects.
  • Strong system and team managerial skills.
  • Strong interpersonal communication skills and the ability to work across business functions.

The expected starting pay range for this role is $103,000 - $139,000 USD. This range is an estimate and base pay may be above or below the ranges based on several factors including but not limited to location, work experience, certifications, and education. In addition to base pay, Pattern's compensation program includes a bonus structure for full-time employees of all levels. We also provide a comprehensive benefits package which includes medical, dental, vision, short and long-term disability, life insurance, voluntary benefits, family care benefits, employee assistance program, paid time off, and bonding leave, paid holidays, 401(k)/RRSP retirement savings plan with employer contribution, and employee referral bonuses.

Pattern Energy Group is an Equal Opportunity Employer.

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