The Senior Manager of Member Engagement Technology is part of the Sales and Business Services department, which resides on the Operations team and reports to the Vice President of Sales & Business Services Operations. As our Senior Manager of Member Engagement Technology, you will be responsible for the implementation and enhancement of various tools sets for the Sales & Business Services (SBS) team in support of CIS business objectives. The Senior Manager works with a variety of managers and understands both the business need and system functionality to deliver innovative technology solutions for Salesforce and related engagement technology platforms. The Senior Manager will serve as the SBS liaison with the IT Development teams, who specifically handle Salesforce development and support components. The ideal candidate will drive mission, revenue, and organizational metrics.
What You'll Do:
Lead, organize, and manage platform integrations and new functionality for enhanced automation and/or data management for SBS
Direct day-to-day operations in collaboration with various stakeholders, to manage task workflows and ensure quality content is delivered on time within selected engagement technology platforms
Manage vendors and statements of work (SOWs) within approved budgets, provide vendor management, review contracts, and participate in financial planning and reporting
Work cross-functionally to provide reporting and metrics by collecting, analyzing, and summarizing data and trends to demonstrate ROI of campaigns and activities, and continually refine tactics in systems with the Marketing team’s guidance
Responsible for understanding and implementing privacy regulations with direction from Legal, Chief Information Security Office (CISO), and Marketing
Maintain and prioritize new features and enhancements for selected engagement platforms that align to CIS business unit needs
Collaborate cross-functionally with multiple teams, including the IT Salesforce team and contractors, to meet desired outcomes
Train SBS users on identified systems and create and maintain training/reference materials, including documentation and webinars
Develop a working knowledge of data integrations and cross-departmental impacts of requested SBS changes
Support development efforts and verify the final implementation of new products or features, to include pre and post deployment testing
Understand the customer/member journey and leverage data to develop actionable insights
Support and optimize customer relationship management strategies that influence user behaviors and monitor results to drive technology adoption
Lead, mentor, and coach colleagues and direct report(s)
Other duties and responsibilities as assigned
What You'll Need:
Bachelor’s degree in Technology, Business, Communications, or related field*
5+ years’ experience in sales operations
4+ years’ Salesforce administration experience
2+ years’ experience leading, supervising, and coaching teams and/or individuals
Ability to effectively communicate business processes using written documents and diagrams
Must be authorized to work in the United States
It's a Plus if You Have:
Experience with Agile methodologies
3+ years' experience with engagement platforms (Pardot, Apollo, Zoom)
Proficiency with project management software tools
Salesforce Certifications
*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.
Compensation Range:
USD$93,300.00 - $163,200.00
