Location: Alabaster, Alabama
Company: Berklee College Of Music
for driving full development and utilization of Salesforce declarative capabilities to support the CRM Roadmap, institutional goals, as well as business/customer needs. The range in project complexity will vary from production support and enhancements of existing features to institution-wide project implementations.
In addition, this role partners with the Senior Director of CRM services on architecture decisions and technical design, work alongside and mentor a high performing team, provide professional customer and consultative services to support stakeholders, manage the delivery of technical solutions, applications and components in support of critical initiatives and support/ maintain
CRM infrastructure, services and operations. ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES: Technical Leadership Team Development Partner with and mentor a dynamic team of Salesforce administrators to excel in their roles.
Encourage cross-training and skill development among team members, enhancing overall team proficiency. Strategic Vision: Deliver standard, consistent technical solutions across all business units, sharing best practices for data, architecture, security, business analysis, subject matter expertise, and business processes. Set and deliver on clear technical goals and objectives that align with the broader organizational strategy and CRM/Berklee roadmap. Drive
the adoption of innovative technologies and methodologies that elevate the team's productivity and solution quality.
Culture & Collaboration: Foster and exemplify the CRM services environment where open communication, mentorship, idea sharing, and constructive feedback are valued. Collaborate with cross-functional teams and CRM team to ensure that Salesforce initiatives and solutions align with business goals and integrate seamlessly with other systems. IT Service/Governance Manage communication protocols and processes for outages and upgrades Support incident management / escalation process, seeing those issues through to resolution. Ensure proper incident root cause analysis is completed and reported to management.
In partnership with Senior Director of CRM Service, manage and lead deployment of application changes to production environment following established change management and governance protocols and approvals Partner with department peers in the service management of other administrative services and the intersecting touchpoints of the systems. Technical Assistance: Expert Consultation and IT Leadership: This is a forward facing role responsible for providing professional customer and consultative services to support stakeholders, manage the delivery of technical solutions.
Offer deep technical insights and recommendations for complex Salesforce challenges faced by the team and customers to enable agility, expanded capabilities and innovation Act as point of escalation for technical issues to swift resolution Provide expertise and guidance related to functionality changes, known issues or other application-related enhancements. Prioritize and deliver approved updates accordingly. Performance Tuning and Maintenance/System support: Optimizing the performance of Salesforce solutions and salesforce backend through scheduled system maintenance.
Recommend and deliver on best practices around batch processing, data storage/archival, asynchronous operations, and governor limit management. Design, develop and implement automation opportunities and process improvements with focus on declarative development leveraging flow and/or Apex when appropriate. Manage oversight of CRM Services; Monitor performance and scalability, partner with team and identify areas of improvement, technical gaps and optimization across all CRM Services Tool & Resource Recommendations: Working with the team and leading efforts on selecting and utilizing the most suitable Salesforce tools and resources for specific tasks.
Stay updated with the Salesforce ecosystem, introducing the team to new tools or plugins that can enhance productivity and support business needs and strategic roadmap. Knowledge Repository: Maintain and manage a central repository of technical documentation, best practices, and solutions to common challenges. Encourage and lead the effort to contribute and refer to this knowledge base to foster collective learning and problem-solving. Service Management Work alongside and support the team providing quick and effective response to production issues, maintenance and system upgrades.
Documenting common issues/themes for gap analysis to inform maintenance and enhancement roadmap Solution Design Requirement Analysis: Engage with business stakeholders to understand and dissect complex requirements, ensuring that the technical solutions are in harmony with business needs. Develop and recommend Salesforce solutions that adhere to platform best practices, and perform peer and vendor code reviews Facilitate workshops and working sessions to refine requirements Develop prototypes or POCs to validate feasibility and showcase the potential of proposed solutions to stakeholders and team.
Architecture/Platform Best Practice: Create comprehensive solution architectures that encompass data model, user experience, business logic, and integration. Evaluate the long-term impact and scalability of proposed solutions, keeping an eye on future growth and changes. Improve and build solutions to address architectural gaps or technical debt Integration and Data Strategy: Define and design integration touchpoints with external systems, ensuring data consistency and integrity. Select appropriate integration patterns (e.
g. SOAP, REST, Platform Events) based on requirements and system constraints Build and configure APIs with internal and/or 3rd party software following standards for Berklee's systems of record MINIMUM JOB QUALIFICATIONS: Experience with CRM ecosystem, specifically Marketing Cloud and Tableau Experience with data Integrations and data architecture highly recommended Bachelor's degree in business systems, computer science, information technology, or related field.6+ years of relevant IT work and knowledge and platform management experience Can clearly articulate requirements, issues, status, etc.
to non-technical management personnel Experience providing technical guidance, leadership and mentoring a team of different skill levels. Understanding of integration and data architecture best practice for the CRM in environments with disparate data sources Deep experience scaling and optimizing a rapidly growing Salesforce instance Proven experience in CRM development and informing technical architecture Knowledge of Salesforce EDA and higher ed tools and applications Knowledge and experience with modern project management tools and methodologies. Knowledge of IT Service Management best practices and Agile Methodology SKILLS AND ABILITIES REQUIRED: Self-motivated, collaborative and highly engaged Ability to work in a team environment and effectively mentor and work with technical staff.
Ability to maintain and foster strong partnerships and relationships with clients in a wide range of roles and levels, across the institution. Ability to communicate clearly professionally and effectively in both verbal and written formats with both technical and business users. Strong organizational skills, including the ability to manage multiple responsibilities, prioritize, communicate, and escalate while delivering results on time.
Demonstrates superior problem solving and collaboration while providing operational support, maintenance and advanced administration and implementation of the Salesforce platform and related applications, including troubleshooting, performance monitoring and management, user profile / access management, data management, security, optimization, and disaster recovery / business continuity planning. This document does not create an employment contract, implied or otherwise, other than an " at will" employment relationship. Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.
Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, interactionual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.
As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at or call 617-747-xyz X. Berklee is committed to increasing the diversity of our institution, community, and the curriculum.
Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area. Currently enrolled Berklee students are not permitted to apply for staff or faculty positions. Employee Type: Staff PDN-9ae7aff3-f68a-47df-9f48-94664335e280
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