CRM/ECM Applications Support Manager

10X Recruiting Partners

Full-time - Mid Level

About the position

The CRM/ECM Applications Support Manager is a senior role responsible for leading a team of developers and administrators to ensure the smooth operation, optimization, and security of Salesforce and SharePoint platforms. This position involves full-cycle activities related to implementation, development, and optimization of key digital platforms, collaborating with executive management, stakeholders, and internal technology teams to define project resources, timelines, costs, and risks. The role emphasizes continuous platform enhancements and maintaining a seamless user experience to support organizational objectives.

Responsibilities

• Define and articulate the vision for CRM/ECM applications, managing day-to-day administration, configuration, and maintenance of Salesforce and SharePoint.
• Lead, coach, and mentor the Salesforce and SharePoint development teams to ensure continuous improvement of system operation readiness and knowledge.
• Monitor system performance, troubleshoot issues, and ensure data integrity.
• Develop and manage partnerships with IT, business units, and external vendors to align platform capabilities with business needs and strategic goals.
• Oversee and drive the development and implementation of new releases, features, process streamlining, automations, and enhancements.
• Implement best practices for security, compliance, and governance.
• Customize Salesforce using declarative tools and oversee custom development.
• Optimize and oversee development and configuration of SharePoint sites, libraries, and workflows for efficient collaboration and document management.
• Provide Tier 3-4 level end-user support, troubleshoot issues, and support training department on creating training sessions and materials.
• Foster adoption of digital platforms by promoting platform features and benefits, leveraging analytics to track usage and recommend improvements.
• Define project scope to stakeholders and applications support team by creating and managing timelines, ensuring deliverables meet business goals.
• Oversee and lead Salesforce platform integration across the business, proactively seeking collaboration opportunities.
• Display integrity, self-awareness, courage, and respect for staff while ensuring effective communication and delegation.
• Take ownership for actions, decisions, and results; accept feedback and demonstrate willingness to improve.

Requirements

• Minimum 7-9 years of Information Technology and/or Information Systems experience in an enterprise environment working directly with SharePoint and/or Salesforce development, including 1-3 years of management experience.
• Salesforce Certified Platform Developer or ability to acquire certifications within one year of employment.
• Demonstrated experience gathering business needs and technology requirements from users, generating end-user and technical documentation.
• Proven understanding of Salesforce and SharePoint product architecture and SDLC process.
• Demonstrated knowledge of enterprise application integration, including business process and forms; collaboration services and/or document management.
• Ability to function in a consumer business office environment and utilize standard office equipment.

Nice-to-haves

• BA/BS in Business, Information Systems, Computer Science, or related field within software development.
• Proven track record of successfully managing the analysis of business processes, user requirements gathering, system configuration, and optimization.
• Relevant certifications in Salesforce or Microsoft 365 services.
• Mulesoft experience is a plus.

Benefits

• Dynamic workplace with opportunities for professional advancement and individual growth.