The CRM Manager is responsible to maximize efficiency and capitalize on the full features and benefits of Salesforce and associated business applications to meet the needs of various user group and keep pace with changes in the company’s operations, policies and/or procedures, and can provide reports, analysis, and business intelligence. The role also works closely with all internal teams to deliver an integrated range of technology services and integrating them with Salesforce.

Salesforce Administration and Maintenance
• Grant/remove and maintain user licenses.
• Manage and update queues, assignment rules, chatter groups, and public groups.
• Create and maintain fields, views, campaigns and other objects and functions.
• Create processes to help monitor activities.
• Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.
• Monitor application storage usage and archive data as needed.

Salesforce Security
• Maintain security including sharing rules and security levels.
• Design, create and maintain user roles, profiles, hierarchies, and permissions.

Salesforce Improvement & Enhancement
• Manage new releases of SFDC and efficiently roll out new features.
• Adopt best practices and standardized procedures.
• Proactively gather requirements from end users and identify needed system changes to increase benefits and usability.
• Manage changes without interruption to the user.

Reporting
• Develop and maintain report and dashboard folders, communication templates, mass email contacts to improve system usability.
• Create new reporting and dashboard capabilities and respond to ad hoc reporting and dashboard requests as needed.
• Provide sales and financial data to company executives.
• Upload monthly sales targets and make approved changes as needed.

Salesforce Development
• Create and manage custom objects, fields, formulas, validation rules, custom workflow, and approval processes
• Design, code, test, debug, package and deploy quality, scalable and well documented solutions on the Salesforce platform.

User Assistance, Training, Adoption and Satisfaction
• Train new and existing users on how to use Salesforce and associated business applications.
• Provide one to one training to end users on an on-going basis.
• Communicate regularly with user base regarding new features, enhancements and changes to the system.
• Continually seek ways to further enhance the end-user experience.
• Monitor usage and mentor users/groups needing assistance.

Documentation
• Successfully develop and maintain documentation on field maps, application code, application use, and application flow.

Data Quality and Integrity
• Monitor and improve data quality.
• Maintain database accuracy, integrity and cleanliness such as by merging duplicate records.
• Maintain proper ownership of existing accounts, leads, contacts, opportunities, and other customer objects.
• Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.

Data Migration
• Assist with migration from older systems/processes into Salesforce.
• Monitor and manage exception logs.
• Performing mass uploads and updates of data as required.

Integration with Third Party Applications
• Manage and maintain third party applications (implementations, upgrades, users, licenses) such as Accounting Software (FinancialForce), Marketing Automaton (Marketo), Document Generation (S-Docs or Quip), Email Tracking (GESync), etc.
• Develop and maintain Salesforce integrations with other applications/systems to ensure efficient flow of and enhancement of critical business transactions and processes.
• Manage all Salesforce API connections with third party vendors.

Team Development
• Develop strategies to improve overall quality and productivity in CRM Department.
• Schedule regular team meetings to discuss about department updates, issues and recommendations.
• Regularly check in with team members on their progress on goals; offer coaching or assistance, or revise goals as necessary.
• Give team members the time and flexibility they need to complete learning and development activities (Thursday 05:00 P.M. to 06:00 P.M.).