Crm Platform Manager

Primary City/State:
Phoenix, Arizona
Department Name:
IT Customer Services-Ref Lab
Work Shift:
Day
Job Category:
Information Technology
Your pay and benefits are important components of your journey at Sonora Quest Laboratories/Laboratory Sciences of Arizona. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management or Sales Incentive Programs as part of your Total Rewards package.
POSITION SUMMARY
This position is responsible for planning, development, and implementation of scalable (Salesforce.com) Enterprise CRM platform. Incumbent participates in the development and implementation of technologies and infrastructure to CRM Platform scalability and maintenance based on current and future business needs. Incumbent will act as a liaison between IT and CRM user departments to leverage enterprise solutions or create custom components to provide at-scale, data-driven solutions. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
CORE FUNCTIONS
1. Provides a high level of technical and business acumen by making recommendations to all levels of Management and Senior Leadership to drive development and utilization of Enterprise CRM solution. Effectively communicates technical information, presents conclusions and recommendations in oral and written form to align with Roadmap and special initiatives as prioritized.
2. Participates in the design, direction, and coordination of Enterprise CRM related projects and integrations (Salesforce, Tableau, PowerBI, etc.). Plan, schedule, estimate, forecast, coordinate, and manage the delivery of project deliverables and related initiatives; define technical requirements as needed for new initiatives, ensuring that systems are built to comply with compliance, information security, and quality requirements.
3. Collaborates with CRM analysts in other departments regarding upcoming CRM (Salesforce) enhancements and implementations and how they impact those departments operational needs. Collaborates and offers advice on business processes, functions, and re-engineering opportunities resulting from the implementation of technology, including automation and LEAN process improvement opportunities. Uses advanced level of analytic reasoning to draw out insights in alignment to key business priorities; explain logic and reasoning to stakeholders; deliver recommendations in alignment with business strategy to engage stakeholders in decision making and change management
4. Thinks proactively and independently about clients' needs in order to develop and prioritize best approaches to resolving CRM (Salesforce) related issues. Independently coordinates resources across teams as needed (Programming Team, Infosec team, etc.) to meet customer needs achieve targeted deadlines. Monitors CRM Systems (Salesforce) utilization trends and ServiceNow issue reports and identifies opportunities to monitor business performance and continuous improvement opportunities.
5. Management of CRM platform budget and licenses while driving scalable development to Roadmap objectives and prioritized projects. Manage vendor assessment, selection and implementation, working with appropriate departments and established protocols.
SUPERVISORY RESPONSIBILITIES
DIRECTLY REPORTING
Professional staff CRM analyst(s) and developer(s).
MATRIX OR INDIRECT REPORTING
CRM analysts in departments outside of IT
TYPE OF SUPERVISORY RESPONSIBILITIES
The incumbent provides supervision for candidate selection, training, individual and team development, mentoring, performance appraisals, work assignments and disciplinary actions.
PHYSICAL DEMANDS/ENVIRONMENT FACTORS

• OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
• Requires extensive sitting with periodic standing and walking.
• May be required to lift to 20 pounds.
• Requires significant use of personal computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off-site travel.
• Not a safety sensitive position.

KNOWLEDGE, SKILLS AND ABILITIES

• Effectively works within an interdisciplinary team of developers, admins, architects, analysts, project managers, users and stake holders
• Collaborates with stake holders and Salesforce team to design, plan, and execute the CRM (Salesforce) roadmap.
• Ability to identify customer process pain points and gaps in best practices.
• Ability to take a lead role in developing comprehensive functional specification documents, process flow diagrams, configuration details, use cases, test conditions, test scripts, and training documentation utilizing technical writing.
• Knowledge of/proficiency in business process modeling, User Experience modeling and basic technical architecture diagramming
• Excellent analytical, interpersonal, leadership, project management and problem-solving skills
• Ability to manage multiple priorities with changing needs and deadlines.
• Collaborate and drive cross-functional teams to integrate technical capabilities with functional intelligence to architect impactful and powerful experiences and solutions
• Strong abilities in analysis, data interpretation, computer software applications, and MS Office Suite of Programs; specifically, Excel and Access?
• Compile, integrate, and analyze data from databases, including data blending, and ETL skills/tools
• Proficiency with Tableau, Microsoft BI or other visualization platforms.
• Ability to think creatively with problem solving and organizational skills.
• Excellent presentation and communications skills, including the ability to clearly communicate CRM (Salesforce) capabilities and limitations to customers and leadership

MINIMUM QUALIFICATIONS

• Associate degree in IT, Business, Computer Science, or related field, or equivalent experience.
• Five (5) years of experience with CRM administration, preferably Salesforce (specifically Einstein, Sales, Marketing and Health clouds).
• Excellent analytical and organizational skills and the ability to manage multiple priorities with changing needs and deadlines.
• Excellent human relations skills and the ability to effectively interact and communicate both verbally and in writing with all levels staff and outside professionals.
• Must be a strategic thinker; and be able to collaborate within a cross functional environment. Demonstrated creative thinking, problem solving and organizational skills.
• Demonstrated presentation and communications skills.

PREFERRED QUALIFICATIONS

• Bachelor's Degree in IT, Business, Computer Science, or related field, or equivalent experience
• Salesforce Certifications
• Experience with Salesforce, hc1 or similar CRM system. Demonstrated experience with a CRM platform - SQL, OSQL, Salesforce Apex, Lightning, , Visualforce, salesforce API integrations and other CRM programming knowledge.
• Experience with Agile/Scrum methodology
• Understanding of relational databases and data integration tools. Informatics/analytics experience, basic medical knowledge, sales experience, project management.
• Knowledge of the Mulesoft Anypoint Platform
• Additional related education and/or experience.

EOE/Female/Minority/Disability/Veterans
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