Sr Manager; Enterprise Systems

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Location, Remote US

About the department

The IT Business Systems Team at Cloudflare is a crucial pillar of the CIO Organization. It operates our enterprise systems end-to-end, ensuring seamless integration and process cohesiveness across all functional business areas. This team's efforts are vital to maintaining the efficiency and effectiveness of our operations, driving innovation, and supporting the company's overall strategic objectives. Through their expertise and dedication, they enable Cloudflare to deliver robust and scalable solutions that meet the evolving needs of our business and customers.

What you'll do

As a Senior Manager within the Enterprise Applications department in IT, you will be primarily responsible for driving the technical CRM strategy & delivery for our Customer Support & Customer Success business teams. You will oversee the deployment process and ensure alignment with identified business goals and metrics. Your role involves providing structure and leadership to business processes and technical solutions, overseeing project delivery, and ensuring internal stakeholder satisfaction. 

Strategic Leadership:

• Develop and drive the technical CRM Support and Success strategy to meet business goals and metrics.
• Oversee the deployment process, ensuring timely and successful implementation of CRM solutions.
• Provide leadership and structure to business processes and technical solutions, ensuring alignment with organizational objectives.
• Manage multiple competing priorities through effective organization and communication.

Project Management:

• Lead cross-functional technical projects working with various teams including Growth, Support, Success, and other IT teams.
• Own the solution delivery of IT project roadmap and ensure the development team is organized to execute effectively in support of Customer Support & Customer Success.
• Oversee the life cycle of changes to business systems and processes, and prepare detailed status reports for executive management.
• Work with internal business users to demonstrate system changes and ensure all relevant business needs are addressed.

Continuous Improvement:

• Continually improve our use of Salesforce by automating processes, identifying areas for improvement, and enabling the support and success organizations for hyper-growth.
• Recommend and institute business analysis best practices, tools, and methodologies to drive standardization and efficiency.

Team Leadership:

• Hire, develop, and lead an inclusive, engaged, and high-performing team.
• Provide structure and guidance to business processes and technical solutions.
• Ensure high levels of internal stakeholder satisfaction by effectively addressing needs and concerns.

Problem-Solving and Decision-Making:

• Proactively identify and resolve problems, making challenging decisions as needed.
• Demonstrate strong problem-solving skills with the ability to make challenging decisions.

Examples of desirable skills, knowledge and experience

• Bachelor’s Degree or higher in a technology-related field or relevant experience in implementing business systems.
• Minimum 10+ years of leadership experience in CRM functional areas leading a technical delivery team.
• Minimum 5 years’ experience with Salesforce Service Cloud supporting 500+ users as their primary CRM, includi