Salesforce Product Owner - Remote - 150k USD

The Global CRM Manager is responsible for managing the lifecycle of our current CRM platform with all internal and external stakeholders. As the SME and internal product owner for CRM, this role has accountability for the design, implementation, and support of M. Holland's Salesforce platform, along with any technologies integrated to this platform. This role will work closely with internal business partners in IT, Sales and Commercial Operations to deliver solutions that solve business problems. The role requires a technical understanding of the Salesforce platform to drive user adoption, and project manager skills to ensure successful delivery of CRM related technology and business projects.


Critical Activities
o Responsible for the planning, development, and day-to-day management of M. Holland's CRM platform
o Lead the design and cascade, and drive adoption of end-to-end business processes, standards and KPIs for Customer Relationship Management
o Leverages in-depth knowledge of Salesforce in the overall design of sales and service automation systems
o Partners with business and IT peers globally to understand and solve complex problems with sustainable, resilient, and supportable solutions
o Provides thought leadership in best practices and new technologies. Investigates and stays on top of trends to support new technology needs related to M. Holland's CRM platform
o Works with business partners to build metrics and supporting dashboards and reporting
o Manages stakeholder relationships, expectations, and facilitates open communication channels
o Evaluates 3rd party applications that can be used to enhance platform
o Defines, explains, and prioritizes sprints and stories in collaboration with IT, developers, and stakeholders
o Maintains subject matter expertise with a deep understanding of the technical details & business requirements
o Ensures project success through prioritization, regular backlog grooming, regular evaluation of progress, and clear communications
o Acts as Business Analyst for CRM platform, with the ability to contribute to the development of functional design documentation for enhancements in the backlog.
o In collaboration with Project Management Office, develops thorough project plans and leads platform project initiatives
o Acts as change champion to ensure success and adoption of new feature or project implementations
o Works with Commercial Operations Specialists for business units to drive usage and platform improvements
o Collaborates with internal Operations, Finance and Commercial teams to establish suitable processes to support administrative, training, and change management activities
o Ability to critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into details
o Acts as Data Steward and champion data governance and data integrity initiatives within the Salesforce platform

Knowledge & Skills
o Bachelor's degree or equivalent work experience
o Minimum of 7 years of CRM experience with responsibility for results, including costs and enterprise usage
o Experience with Salesforce Customer and Partner Communities preferred
o Prior experience working with Salesforce CRM including Salesforce Certification (Administrator, Certified Sales, and/or Service Cloud Consultant preferred)
o Excellent project management skills and a positive attitude
o Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
o Ability to work effectively with a variety of stakeholders across multiple functions
o Ability to conduct sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
o Must demonstrate ability to communicate effectively at all levels of the organization
o Ability to learn quickly and adapt to changing business needs or ambiguous environment
o Ability to assess the impact of new requirements and all upstream and downstream applications, systems and processes
o Demonstrated ability to implement sales processes, procedures and policies
o Ability to work well independently and in a team
o Excellent writing and verbal communication skills
o Advanced proficiency in MS Excel, Word and PowerPoint software