Senior Manager, Digital Enablement Salesforce

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Job description

Salesforce.com Opportunity in Financial Services

Senior Manager, Digital Enablement, Salesforce.com

Location(s):

20 E Thomas Road, Phoenix, AZ 85012

7755 Third St. North Oakdale, MN 55128

2300 Windy Ridge Parkway, Atlanta, GA 30339

877 Executive Center Drive West, St. Petersburg, FL 33702

12325 Port Grace Blvd, La Vista, NE 68128

Potential Remote Consideration

We are reimagining Customer Experience across Advisor Group and seek a passionate, inspiring team player who thrives in simplifying the complex. On a multi-disciplinary team, you will design, develop, and deliver streamlined, integrated solutions that delight users and achieve business outcomes with a focus on the SFDC CRM landscape. This role will have a profound effect on driving efficiencies, increasing revenue, and enabling a strategic technical foundation for the future. We are seeking an operationally strong candidate to manage the business administration / configuration of our SFDC solution to help leverage next generation technology and tools to solve business problems. You'll serve as the hands-on expert for the business to develop, deploy, and manage the creative application of advanced capabilities within CRM & agent desktop solutions. This critical member of the business team will define & optimize workflows, integrate self-service capabilities, and serve as a transformative, collaborative, and inspirational leader. You will work in close cooperation with business and technology partners across Advisor Group (AG) to: Design, deliver and execute on enterprise-wide business solutions, including the use of emerging and advanced capabilities, research, and experimentation Assume critical responsibility for discovery and framing activities, synthesize findings into actionable insights and drive the design and adoption of end- to-end CXO digital experiences Deliver integrated digital strategies that foster innovation and adoption of digital solutions ultimately providing customer and employee centric capabilities that enhance the AG customer experience

RESPONSIBILITIES:

• Working with technology and business leaders across the enterprise, advance AG's CX by validating, scoping, and tracking the execution of our digital-capability roadmap and technology solutions
• Engage on a portfolio of projects to coordinate cross functional operational needs across CXO driven efforts including enhancements to tools, products, and processes
• Create a synchronized operating model in which all the company's channels engage the customer at each step from acquisition to conversion to loyalty while maintaining a singular brand voice and consistent feel
• Develop, prioritize, and drive implementation of CXO business requirements for key platform, technology & ecosystem investments to ensure outcomes are realized. Examples include, but are not limited to:
  • Design and adoption of global, standardized case management
  • Integrate CRM & Telephony solutions for optimal operational design
  • Identify & develop RPA and AI opportunities within CXO operations and across the firm

• Approach business problems by combining strong customer-experience focus w/ technological prowess to synthesize complex scenarios into understandable solutions that promote change
• Apply strong working knowledge of key technologies (web design, API integration, cloud & mobile technologies, autonomous systems, AI, etc.) to foster a culture of digital-first innovation
• Serve as the expert in CRM capability to the CXO operation - identify and drive better approaches to serving our clients across the enterprise
• The nature of the role will be dynamic, and the selected candidate will need to bring a keen intellect to bear on a wide variety of problems (and the specific problems may vary widely over time)
• All other duties as assigned

Education Requirements:

Bachelor's Degree from accredited university in Business, Computer Science, or related field of study required; significant specific work experience will be considered for senior level expertise

Basic Requirements:

• Experience administering SFDC configurations
• Creative problem-solving skills and a strategic perspective
• Excellent proven analytical and problem-solving skills
  • Capacity to frame and break down complex business problems into key components and recommend practical solutions to drive results
  • Ability to anticipate emerging business needs to build an increasingly sophisticated and effective solutions to address challenges

• Proven expertise in validating digital business objectives and delivering tangible results with the digital literacy to quickly adapt new or reinvented digital models and experience working with Agile practices
• Customer focused and data-driven mindset paired with a strong operational & executive orientation that allows you to successfully perform, influence, and execute in a complex, matrixed organization
• Ability to learn new tools quickly and adapt to changing needs and deliverables
• Excellent verbal, written and interpersonal communication / presentation skills required
• Ability to confidently deliver information to senior leadership team and other large audiences
• Negotiation, leadership, and persuasion skills
• Ability to work under pressure and tight deadlines in a fast-paced team environment where change is constant, and timelines are often short
• Ability to work cross-functionally to manage bottlenecks, provide escalation management, and balance business needs against technical constraints
• Thorough understanding of the broader business and technical environment with a strong ability to influence telephony recommendations for the enterprise, in support of overall business and CX objectives
• Proven ability to use strong influencing skills and ability to navigate a highly matrixed environment to drive cross-functional objectives and priorities through a shared vision
• High self-awareness and a heightened sense of urgency that balances risk against "speed to opportunity" and fosters the ability to evaluate / prioritize objectives and requests from multiple, disparate stakeholders
• Willingness to challenge traditional ways of thinking in a positive and cooperative way that allows vision and thought leadership to achieve broad business / technical buy-in
• Demonstrates technical and process leadership skills within the organization, independently resolves conflicts, and develops collaborative cross functional relationships
• Expert presentation skills used to influence other leaders across the Enterprise

Preferred Requirements:

• Master's / Advanced degree in Business, Information Technology, Computer Science, or other related discipline coupled with 5+ years' work experience
• SFDC administrator or senior developer experience
• Experience deploying automation tools
• Prior experience in the financial services or other regulated industry a plus