Sales Operations Manager, Salesforce & Systems

$125,038 - $171,927/Yr

W.R. Grace - Columbia, MD

Full-time - Mid Level

Columbia, MD

Chemical Manufacturing

About the position

The Sales Operations Manager - Systems & CRM Specialist at Grace will play a crucial role in supporting the Advanced Refining Technologies (ART) business by enhancing sales processes and analytics. This position requires collaboration across various functions, including Sales, Marketing, and IT, to drive commercial excellence and manage improvement projects. The role involves hands-on ownership of the Salesforce CRM system, ensuring user adoption, system maintenance, and implementation of changes to optimize sales operations.

Responsibilities

• Act as the application expert and primary source of institutional knowledge to support users of ART customer applications.
• Ensure custom application functionality and product/customer/opportunity data integrity, including maintenance of key data tables and custom fields.
• Responsible for maintaining and advancing the ART Commercial Excellence roadmap and monitoring the progress on roadmap milestones.
• Develop clear change management plans to ensure roadmap projects are on-time and on budget with high user adoption.
• Foster continuous process improvement and identify and drive process improvements that deliver better business performance, analytics, and insights.
• Develop user stories and functional requirements, driving the definition of systems configuration to enhance the sales user's experience.
• Develop strategic solutions using Salesforce, SAP, and SFDC Analytics tools to drive process improvements that positively impact the business.
• Manage relationship and prioritization of releases with Grace IT team, Chevron, and other third-party programmers to implement improvements/changes.
• Conduct in-person and online workshops to educate users on the platform and develop CRM training for new sales personnel.
• Ensure CRM data stewardship and work closely with teams to structure customer data appropriately for segmentation and automation.
• Engage stakeholders at all levels of the organization and work cross-functionally to deliver results.
• Conform with all internal and external safety regulations pertaining to environmental protection and occupational & traffic safety.

Requirements

• 4-year degree in a technical or business field.
• Fluent in English spoken & written.
• 7+ years in sales, sales support, order fulfillment, supply chain, or other relevant business experience.
• 2+ years in Salesforce support.
• Salesforce configuration experience and knowledge of objects, workflows, validation, and approval processes is desired.
• Proficient in Microsoft Office suite, Salesforce CRM Sales Cloud, Tableau Analytics (Einstein), WalkMe, and familiarity with commercial processes and sales cycle milestones and related metrics.
• Ability to travel, limited to 1-3 times a year.
• Ability to follow safety protocols and standards.

Nice-to-haves

• Previous experience in SAP Order Management and Pricing, BW and SAC preferred.
• Proactive individual who takes ownership to resolve problems.
• Attention to detail and accuracy.
• Performs effectively under pressure and in conditions of ambiguity with a sense of urgency & bias towards action.
• Excellent organizational, communication, collaborative and interpersonal skills, including inter-cultural understanding.

Benefits

• Medical, Dental, Vision Insurance
• Life Insurance and Disability
• Grace Wellness Program
• Flexible Workplace
• Retirement Plans
• 401(k) Company Match - Dollar to dollar up to the first 6%
• Paid Vacation and Holidays
• Parental Leave (salaried only)
• Tuition Reimbursement
• Company Donation Match Program