Sr. Manager, Salesforce Service Delivery

WE ARE VERITONE 

Veritone (NASDAQ: VERI) designs human-centered AI solutions. Serving customers in the talent acquisition, media, entertainment and public sector industries, Veritone’s software and services empower individuals at the world’s largest and most recognizable brands to run more efficiently, accelerate decision making and increase profitability. Veritone’s leading enterprise AI platform, aiWARE™, orchestrates an ever-growing ecosystem of machine learning models, transforming data sources into actionable intelligence. By blending human expertise with AI technology, Veritone advances human potential to help organizations solve problems and achieve more than ever before, enhancing lives everywhere. To learn more, visit Veritone.com.

POSITION SUMMARY 

As the Sr. Manager of Salesforce Service Delivery you will be instrumental in the overall Business Operations, Enterprise Applications/Systems and internal Project Management at Veritone.  You will have the opportunity to spearhead many initiatives that ultimately increase visibility and insight into the performance of the organization; working cross-collaboratively amongst multiple teams and groups including Marketing, Sales, Product, Customer Success, and other key Business Units.  Reporting to the VP, Enterprise Applications; This will be a “hands-on” technical leader role (Salesforce) who promotes a customer-centric support and best in class service delivery culture with a player/coach approach to managing the team. 

WHAT YOU’LL DO 

• Be accountable (application owner) of Salesforce.com; responsible for resolving support tickets (break/fix, user permissions, etc) as well as delivering enhancements/solutions to accommodate small feature requests and projects.
• Lead the Salesforce service delivery team, which is composed of internal system administrators and developers and external contractors.
• Manage JIRA tickets assigned to the Salesforce service delivery team and ensure SLA are met.
• Architect and help execute our internal Salesforce.com related deployments.
• Provide strategic technical and architectural recommendations for the configuration of Salesforce.com.
• Gather and document requirements (functional and technical) for project needs, based on understanding of business processes.
• Implement new enhancements including creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts.
• Develop operational dashboards to provide weekly insights into the rhythm of the business. (track KPIs and highlight levers to move)
• Provide cost effective business systems and applications analysis in support of the development and implementation of business applications (Salesforce.com), including evaluation, analysis, documentation of requirements, translation into proper system requirement specifications and configuration; formulates and defines systems scope and objectives based on both end-user needs and a thorough understanding of business systems, applications and industry requirements.
• Analyze business requirements/processes and system integration considerations to determine appropriate technology solutions.
• Design, configure and perform testing and debugging of applications using current technologies; complete documentation and procedures for installation and maintenance.
• Perform routine administration functions on internal SFDC instance.
• Operate as a liaison between technical personnel and the appropriate end-user department; evaluate and translate end user needs and problems to technical associates and/or vendors where appropriate.
• Conduct business process analyses, needs assessments, and preliminary cost/benefit analyses in an effort to align information technology solutions with business initiatives.
• Work on applications and business problems that are highly complex and diverse in scope and project size, multiple applications, contractors, global rollout, new technologies, new architectures.
• Consider the business implications of the application of technology to the current and future business environment.
• Provide expert input on processes, procedures, or new approaches in support of the various business functions at Veritone, including Marketing, Sales, Product, Customer Success, and Business Units.
• Interact with business users and developers to define current and future application requirements.
• Lead large scale o