Manager, IT Business Applications (Salesforce)

Overview

Are you passionate about leveraging Salesforce to drive business success and innovation?

Shure is looking for a dynamic and experienced professional to lead the design, implementation, and support of our Customer Success Platform built on Salesforce.com and other integrated technologies. In this role, you will collaborate closely with internal business partners in Sales, Service, and Marketing to deliver impactful solutions that address key business challenges.

You will:

• Manage the overall design, implementation, and support of Shure’s Salesforce-based Customer Success Platform.
• Work alongside multiple business stakeholders to prioritize and deliver new features, enhancements, and projects.
• Support key technologies integral to Shure’s operations, including the opportunity to quote process, customer case management, service & repair community, partner community, and the global call center.
• Utilize your extensive technical knowledge to drive user adoption and ensure the successful delivery of technology projects.
• Lead and develop a team of Business Analysts, providing guidance and promoting a culture of continuous improvement.

This is a unique opportunity to impact Shure’s global sales, customer service, marketing, applications engineering, and repair through innovative technology solutions. If you are a strategic thinker with a proven track record in Salesforce implementation and project management, we invite you to join our team and help us continue to deliver excellence in customer success.

This position will be hybrid based out of our Niles, IL HQ

Responsibilities

• Responsible for the planning, development, and day-to-day management of Shure’s Salesforce.com platform.
• Leverages in-depth knowledge of Salesforce in the overall design of sales and service automation systems.
• Leverages knowledge and expertise integrating Salesforce with ERP and other applications.
• Partners with business and IT peers globally to understand and solve complex problems with sustainable, resilient, and supportable solutions.
• Works with business colleagues to build technology enablement roadmaps including timelines and budget.
• Identifies opportunities to leverage data captured from systems in other areas of the organization.
• Provides thought leadership in best practices and new technologies. Investigates and stays on top of trends to support new technology needs.
• Provides technical leadership and guidance for new software selection including development of RFP, review, and evaluation of commercial software solutions.
• Leads mid to large-sized project as needed.
• Leads proof of concepts and technology evaluation through final recommendation, including hands-on execution where needed.
• Works with business partners to build metrics and support dashboards and reporting.
• Manages the work efforts of individual contributors with responsibility for coaching and performance management as well as career development planning.
• Provides motivation and guidance to development teams during the systems development life cycle.
• Leads IT process improvement efforts and participates in team development activities.
• Provides thought leadership on IT strategies
• Manages stakeholder relationships and expectations and facilitates open communication channels.
• Manages vendor relationships, statements of work, vendor invoices, and vendor escalations.
• Evaluates 3rd party applications that can be used to enhance platform.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in a related field. Graduate coursework is desirable. 
• Salesforce Certification (Administrator, Certified Sales, and/or Service Cloud Consultant preferred)
• Minimum of 7 years of wide-ranging related experience with responsibility for results, including costs and methods
• Minimum of 3 years of Salesforce.com platform experience as a Solution Architect
• Minimum of 5 years of CRM experience
• Experience leading multiple Salesforce Sales, Service, and/or Marketing Cloud implementations integrated with ERP platforms (SAP, Oracle, etc.)
• Experience leading large service transformational efforts.
• Experience with Salesforce Experience Cloud preferred
• Experience with Salesforce CPQ and Marketing Cloud a plus
• Proven ability to design and optimize business processes and integrate business processes across disparate systems
• Demonstrated ability to work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trend
• Demo