CRM Solution Lead

This is a Contract to Hire role!

Position Overview:
The North American (NA) CRM Solution Lead is instrumental in driving the department s strategic and tactical direction for NA Salesforce Platform from a functional design perspective. Working Closely with the E2E organization, the successful candidate will be a hands-on leader of the NA CRM functional architecture for key strategic processes. As the key team leader, the successful candidate will collaborate with business stakeholders to focus on process, design, user experience and requirements related to the Salesforce ecosystem. Then, the responsibility will shift to building and continually evolving our NA CRM by delivering high quality solutions that align to strategic goals. The technology stack will primarily be maintained by our Dev Ops department, but the CRM team will partner closely with DevOps to maintain and improve the platform.


Responsibilities:

• Understand how the various business process stakeholders use Salesforce to deliver solutions that empower the user base by supporting current functionality of the Salesforce application.
• Develop Salesforce implementation roadmaps for the Customer Experience stakeholders by leveraging analytics, user feedback, and general industry data to drive feature decisions and CRM strategy.
• Leverage the Lightning, Communities, and Health Cloud Platform to design stronger, better solutions that are stable and scalable.
• Influence business and technical grooming for requirements and managing the end solution optimizing Salesforce capabilities by mapping functional requirements to Salesforce.com features and functionality.
• Demonstrate expertise in LWC, Flows, Process Builder, UI Configuration, managed packages, creation and refinement of complex data models, business process automation and other custom functionality.
• Consistently evaluate Salesforce ecosystem tools and understand the Salesforce product offerings and methodologies to bring in new capabilities that improve processes and enhance cross-functional collaboration.
• Be a coach and mentor to the Customer Experience team for disseminating best practices on solution positioning and delivery.
• Partner with the Architecture Review Board, CRM Centre Of Excellence, and DevOps team to manage the day-to-day running of the Salesforce.com platform.
• Develop the 360-degree functional view of everything occurring within the various CRM programs at.
• Communicate and collaborate to promote strong partnerships across the Customer Experience organization and between IT and business stakeholders.
• This role is responsible for collaborating on, maintaining, and adhering to platform governance models

Education and Experience:

• Bachelor s Degree and/or equivalent combination of education and experience.
• Certifications in Salesforce.com will influence the hiring team for this position.
• At least 4 years of experience leading a technical team.
• At least 2 years experience working in the Life Sciences industry preferably with Pharma or Medical Devices.
• Preferred experience with Salesforce Communities (Experience) and Health Cloud.
• Strong understanding of Salesforce.com capabilities, processes, and capabilities in a regulated industry such as Medical Device.

Skills/Competencies:

• Experience leading solutioning efforts for multiple initiatives simultaneously.
• The ability to envision and communicate the solution and guide teams through the implementation.
• Strong team leader in both a direct and matrix organization.
• Strong Understanding of Life Sciences regulatory influences including but not limited to GDPR (PII), GxP and Systems Validation.
• Exceptional ability to collaborate and negotiate with peers and senior leaders.
• Competence in SAFe Agile framework and the tool sets required for process implementation, particularly the Atlassian suite with JIRA, JIRA Align and Confluence.
• Management of inter-departmental business requirements and translating them to actionable development tasks.
• Strong leadership skills as it relates to organizing a team, aligning with other business leaders, preparedness, and ability to lead by example for his/her team.
• Excellent communication, writing, influencing, and negotiating skills are critical.
• Positive, results driven, rational, logical, team player.