CRM Services Manager in Denver, CO

Law Firm

Denver, CO

CRM Services Manager in Denver, CO

Law Firm Non Legal Department

5-7 yrs required

No

CRM Services Manager

Job Title: CRM Services Manager

Job Responsibilities:
The CRM Services Manager at the law firm plays a crucial role in managing the Salesforce platform and ensuring its alignment with the firm's business needs. Key responsibilities include:

- Collaborating with the Associate Director of CRM Systems and Services to define and drive the vision and roadmap for CRM to support the firm's technology strategy and organizational goals.
- Partnering with business stakeholders, including attorneys, secretaries, marketing, and business development professionals, to understand and represent their needs in shaping CRM features and optimizing the user experience.
- Managing the CRM backlog in collaboration with the CRM Systems and Services team, prioritizing tasks based on product vision and business value.
- Innovating and evolving CRM capabilities to enhance operational efficiency, data quality, marketing and sales effectiveness, and employee/customer experience.
- Responding to and assigning end-user support requests and enhancement work items for resolution.
- Understanding the software development lifecycle and collaborating with the CRM Systems and Services team to guide features through the lifecycle.
- Evaluating platform capabilities, third-party applications, and custom development to best meet business requirements and improve user experience.
- Working closely with the Senior CRM Systems Manager to ensure a common understanding and alignment across functional and technical CRM stakeholders.
- Facilitating communications, data integration coordination, training, and adoption in collaboration with the team.
- Playing an integral role in the firm's data vision by working collaboratively with the Data Strategy team and other key data managers.
- Coordinating with General Counsel to ensure data protection compliance within the CRM.

Additional responsibilities include acting on behalf of the Associate Director of CRM Systems and Services when appropriate, providing leadership to foster a culture of teamwork and cooperation, communicating strategies and goals, overseeing the structure and management of assigned areas, and identifying service trends for potential integration to improve services. The manager is also responsible for recommending, planning, implementing, administering, and evaluating the effectiveness of services and resources, developing department-specific orientation and training programs, serving as a direct supervisor and mentor to direct reports, providing day-to-day supervision of direct reports, supporting business professional development, participating in hiring and employee lifecycle events, and seeking professional development opportunities.

Education and Experience Information:
Required qualifications for the CRM Services Manager position include:

- Proficiency in Microsoft Office Suite, iManage, and other firm applications after orientation at the law firm.
- Ability to work extended and/or weekend hours, as required.
- Ability to travel, as required.
- 5+ years of direct applicable experience, such as a Salesforce Product Lead, managing Salesforce admins/business analysts in a professional services environment.
- Eligibility for consideration of Senior designation with 7+ years of applicable experience in the field and 2+ years of exempt/management experience in relevant roles.
- Experience with Azure DevOps or other development applications.
- Ability to independently assess client needs and develop responsive solutions.
- Experience in reducing technical debt, upgrading processes, and innovating on the Salesforce platform to ensure CRM capabilities are optimal.
- Experience in evaluating, implementing, and maintaining business tools, collaborating effectively with both technical and business teams.
- Ability to maintain and support a customer service philosophy.

Preferred qualifications include:

- Experience working within the legal services sector.
- Salesforce certifications such as Salesforce Strategy Designer, Salesforce Application Architect, and Salesforce Sales Cloud Consultant.
- Familiarity or experience using Excel Power Query, Copado Essentials +, OwnBackup.
- Supervisory experience.

Competencies required for the position include excellent written and verbal communication skills, strong management aptitude, supervisory skills, intellectual curiosity, ability to work in a fast-paced environment, strategic prioritization skills, teamwork, positivity, adaptability to change, exceptional customer service skills, and the ability to be proactive, creative, and an independent thinker.

Salary Information:
The law firm offers a competitive compensation and excellent benefits package, committed to fair and equitable employment practices. The expected annual pay range for the CRM Services Manager position is $125,000 - $155,000. The final offer amount will depend on geographic location, applicable experience, and the candidate's skillset. Senior-level candidates may be considered for a higher salary range based on experience.

The law firm provides a full range of elective benefits, including medical, health savings accounts, dental, vision, flexible spending accounts, pre-tax commuter benefits, life insurance, long-term care coverage, and backup care for children and/or adults. Benefited employees receive firm-paid life insurance, AD&D, LTD, short-term medical benefits, 21 days of Paid Time Off (PTO), and 10 paid holidays each year. The firm also offers generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about the firm's many benefits and resources.