Salesforce Manager

26 days ago
  • Location

    Syracuse, New York State, United States

  • Role

    Project Manager

  • Contract

    Permanent

  • Salary

    $75,442 - $108,873

Job #
037405

Department Code
31301-0097

Department
Institute for Veterans and Military Families

Job Title
Salesforce Manager

Location
Syracuse NY

Pay Range
Commensurate with Experience

Staff Level
S5

FLSA Status
Exempt

Hours
Standard University business hours

8:30am – 5:00pm (academic year)

8:00am – 4:30pm (summer)


Hours may vary based on operational needs.

Job Type
Full-time

Campus
Syracuse, NY

Unionized Position Code
Not Applicable

Job Description
The Institute for Veterans and Military Families (IVMF) research and analytics (R&A) team is seeking a Salesforce CRM Manager interested in joining our rapidly growing team who will lead the Salesforce strategy and implementation efforts across the IVMF Salesforce Platform. The CRM Manager will report to the Data Solutions Architect and work collaboratively with program leads and subject matter experts across the IVMF to develop long term development strategies and Roadmaps.

This position would be responsible for overall team management; CRM platform license management, documentation repository management, case management, assist in platform administration and reporting, project scoping and requirements gathering. The CRM Manager will manage and report overall progress.

Qualifications
  • Bachelor’s degree required.
  • Three (3) plus years of management experience.
  • Three (3) plus years of project management experience.
  • Salesforce Administration Certification preferred.
  • Project Management Professional (PMP) preferred.

Job Specific Qualifications
  • Strong management experience.
  • Ability to adjust to changing priorities.
  • Strong analytical and problem-solving skills to solve business problems.
  • Exceptional organizational skills and attention to detail/quality.
  • Experience and personal discipline to successfully manage multiple, complex, concurrent projects; can meet deadlines with competing demands, and responsibilities in a fast-paced work environment.
  • Experience with Agile and Scrum techniques.
  • Excellent communicator, both oral and written; demonstrated ability to communicate effectively with senior leaders and external partners/clients.
  • Positive, team-focused, and customer-service mindset.
  • Preference given to those with a military service connection, or who have worked with veteran, military, and/or family stakeholders, universities or think-tanks, and familiarity with related government programs and services for veterans, families, and related civilian human services programs.

Responsibilities
  • Team/Project Management.
  • Lead the CRM team in supporting new and existing program implementation, documentation, and training.
  • Manage and monitor the CRM team’s resource capacity, project allocations, and skills utilization
  • Review and manage case submissions (project request).
  • Perform requirements gathering and project scoping.
  • Facilitate project planning meetings, develop, and manage agendas and scheduling, and facilitate communication with project teams and leadership.
  • Develop and maintain documentation, governance tools, templates, guidelines, procedures, and processes.
  • Serve as lead project manager for complex CRM projects involving multiple teams, as well as special/strategic initiatives.
  • Identify continuous improvement opportunities and collaborate with others to define an appropriate approach and deliver results.
  • Research and Analytics CRM Management.
  • Develop short term roadmaps that align with long term Salesforce development strategy established with program lead and subject matter expert support.
  • Manage and monitor roadmap progress by regularly engaging with and conducting reviews with Data Solutions Architect, program leads, and Salesforce governance committee. Reprioritize roadmap to meet program needs as required.
  • Oversee and manage dependencies across the projects and resolve or escalate conflicts, as necessary.
  • Manage CRM software purchases and renewals and act as the primary point of contact for CRM software vendors.
  • Manage the use and purchase of CRM software licenses.
  • Manage and communicate a release management plan to all CRM stakeholders in the Institute
  • Coordinate and communicate the refresh of Salesforce environments.
  • Manage the documentation of business processes with support of business owners.
  • Ensure new and existing applications meet security and audit requirements.
  • Salesforce Administration.
  • Perform Salesforce Administration support, as needed.
  • Establish, maintain, and support program operational reporting, as requested.
  • Documentation and Process Support.
  • Lead the CRM team in the development of standard practices, documentation of standard processes and procedures, and the organization of team information.
  • Utilize documentation repository for program teams.
  • Professional Development.
  • Stay current with new Salesforce features and functionality, through individual learning and formal training, to provide recommendations for process improvements and maximize the platform to provide valuable business solutions.
  • Periodically research best practices and availability of tools to streamline development and maintenance processes.
  • Manage the CRM Team’s professional development plan and strategy.

Physical Requirements
Not Applicable

Tools/Equipment
Not Applicable

Application Instructions
In addition to completing an online application, please attach a resume and cover letter.

About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit www.syracuse.edu.

About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.

EEOC
Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

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