Salesforce/CRM Application Manager

$150,000 - $230,000/Yr

Ucla Health Systems - Los Angeles, CA

Full-time

Los Angeles, CA

Ambulatory Health Care Services

About the position

The Salesforce and CRM Application Manager at UCLA Health Systems plays a crucial role in managing and overseeing the Salesforce and CRM applications within the organization. Reporting directly to the Director of Connected Health, this position is responsible for the development, implementation, adaptation, integration, routine maintenance, support, and enhancement of both current and new Salesforce CRM applications, as well as integrated Epic CRM application workflows. The manager will define build objectives and manage the configuration, stabilization, and augmentation of the applications to support complex workflows across various use cases as defined by operational leadership and a CRM governance group. In this role, the Salesforce and CRM Application Manager will act as the liaison between Salesforce and Epic vendor resources, clinical and business process champions, and subject matter experts (SMEs). They will be tasked with developing and executing action plans to remove project barriers related to specific application builds. Adherence to established ISS application support and change control processes is essential, and the manager will work closely with organizational IT governance groups to understand operational requirements and constraints for advancing, securing, and optimizing UCLA Health's Salesforce platform. This position requires a functional leader and a technical expert who can navigate the complexities of CRM applications in a healthcare setting. This is a flex-hybrid role, requiring the manager to be onsite at least three days per quarter or as operational needs dictate. Employees must complete a FlexWork Agreement with their manager to outline arrangement parameters, which are regularly evaluated and subject to termination. Salary offers for this position are determined based on various factors, including qualifications, experience, and equity, with a full salary range of $105,200 - $250,600 annually, and a budgeted salary range of approximately $150,000 - $230,000 annually.

Responsibilities

• Development, implementation, adaptation, integration, routine maintenance, support and enhancement of current and new Salesforce CRM applications and integrated Epic CRM application workflows.
• Defining build objectives and managing the configuration, stabilization and augmentation of the applications to support complex workflows across a variety of use cases as defined by operational leadership and a CRM governance group.
• Functioning as the team liaison to both Salesforce and Epic vendor resources, clinical & business process champions, and SMEs.
• Developing & executing action plans to remove project barriers relative to the specific application build.
• Adherence to established ISS application support and change control processes and working closely with established organizational IT governance groups to gain knowledge of operational requirements and constraints.
• Acting as a functional leader and a technical expert.

Requirements

• Salesforce certification is required.
• Bachelor's degree or equivalent work experience is required.
• At least 5 years experience building and designing CRM software solutions from conception to delivery is required.
• At least 3 years experience building applications on Salesforce platforms is required.
• Previous management experience and effective leadership skills are required.
• At least 3 years managing technology programs and/or teams is required.
• Extensive knowledge of customer service (CRM) technologies is required, including best practices for workflows, policies, procedures, systems and culture involving the application area.
• Direct experience designing and maintaining software integrations that connect enterprise and cloud-based platforms with Salesforce.
• Demonstrated skill in system workflow and business process flow analysis and design.
• Superior organizational skills and customer service orientation.
• Project management experience to manage project plan, lead meetings, prioritize, resolve conflicts.
• Demonstrated ability to lead through influence across the organization.
• Ability to establish and maintain a spirit of cooperation and respect, flourish in an unstructured environment, and always engage in professional and ethical conduct.
• Ability to remain calm in difficult and stressful situations.
• Must recognize problems, evaluate, and refer to the appropriate channels for action.
• High functioning team skills, including active listening, rapport building, effective written & verbal communication, receiving and delegating work assignments.
• Ability to probe for information about the underlying needs of the organization.
• Ability to identify, document, resolve and/or escalate issues and maintain a complete issues log.
• Ability to research, organize, analyze, and synthesize data to support effective decision making.
• Ability to manage multiple and competing tasks.

Nice-to-haves

• Master's Degree is preferred.
• Previous work experience in healthcare IT or health related organization is preferred.
• Epic certification is preferred at hire and will be required within 6 months of hire.
• Experience with Epic CRM tools is preferred.
• Experience leading a mix of both local and remote team members is preferred.