Salesforce Customer Data Governance - Senior Manager

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

"The Salesforce Customer Data Governance -Senior Manager is a strategic thinker and hands-on executor responsible for ensuring the accuracy, consistency, and integrity of customer data within FICO’s instance of Salesforce, and across integrated systems. You will work across departments to define, implement, and manage customer data governance policies and processes. With your deep understanding of data stewardship and Salesforce data management, you will play a key role in defining FICO’s customer data standards, enforcing data quality practices, and enabling reliable reporting and business decision-making. This role is vital to enabling scalable growth and operational efficiency in FICO’s rapidly evolving software business." - Business Operations, Sr. Director

What You’ll Contribute 

• Own and manage customer data processes to ensure adherence to data standards and governance policies across the Salesforce platform and related systems.

• Develop, maintain, and communicate data definitions in a comprehensive Customer Data Dictionary, defining key data elements, relationships, and business rules.

• Leverage third-party data providers (e.g., Dun & Bradstreet) to manage ongoing Customer Data Enrichment activities and align enriched data with business needs.

• Oversee Customer Data Maintenance, including the detection and resolution of data quality issues, duplicate records, and stale data across business units.

• Leverage data tools (e.g. Demand Tools) to assist with data transformation, data audit and compliance, and duplicate management.

• Triage and manage Customer Data Support Cases, including responding to new customer account and account change requests.

• Collaborate with Sales, Marketing, Operations, Finance, Legal, Customer Support, and IT to ensure alignment between data processes and business objectives.

• Coordinate activities (agendas, meeting cadence, etc) for a cross-functional Data Governance Council. 

• Define and enforce data stewardship best practices and act as a subject matter expert on customer data governance.

• Partner with data integration teams to support the synchronization and validation of customer data across systems (e.g., Salesforce Marketing Cloud Account Engagement, Oracle EBS, Tenrox, Xaclty, ServiceNow).

• Develop and deliver training, documentation, and guidance to empower stakeholders in proper data usage and governance practices.

• Contribute to data governance initiatives, projects, and tools that improve data visibility, quality, and compliance across the organization.

• Collaborate with insights teams to ensure customer data being referenced in reports and dashboards is accurate and being pulled from trusted and reliable sources.

• Define and measure data stewardship success metrics, sharing insights on system customer data health and improvements.

What We’re Seeking

• 7+ years of professional experience, including 4+ years focused on Salesforce data management or CRM data governance.

• Understanding of Salesforce Sales Cloud and customer data model design (Accounts, Contacts, Hierarchies, etc.).

• Demonstrated knowledge of data governance frameworks, data quality metrics, and stewardship practices.

• Proven ability to design and enforce data management processes that scale across regions and business functions.

• Proficiency in case and issue management, particularly using Salesforce Cases or similar tools.

• Familiarity with third-party data enrichment tools, especially Dun & Bradstreet (D&B Connect) integrations and workflows, is a plus. 

• Experience with data cleansing and deduplication tools such as Demand Tools is a plus.

• Strong analytical and problem-solving skills with the ability to perform root cause analysis on complex data issues.

• Excellent verbal and written communication skills, with an ability to translate technical concepts into business language.

• Proficiency in data visualization tools such as Salesforce CRM Analytics or Tableau is a plus.

• Skilled in leveraging the Microsoft suite, including PowerPoint, Word and Excel.

• Salesforce certifications (Administrator, Advanced Administrator, Data Architecture & Management Designer) preferred.

• Bachelor’s Degree in Information Systems, Busin