CRM Services Manager in San Francisco, CA

Law Firm

San Francisco, CA

CRM Services Manager in San Francisco, CA

Law Firm Non Legal Department

5-7 yrs required

No

**Job Title: CRM Services Manager**

**Job Responsibilities:**

The CRM Services Manager at the law firm is tasked with overseeing the product management of the Salesforce platform. This includes meeting with key business stakeholders to define business needs, managing the CRM backlog, sprint planning, and validating development efforts against user requirements and acceptance criteria. The role involves managing the CRM Business Analyst, Quality Assurance, and other team resources as needed. The CRM Services Manager also plays a crucial role in developing stakeholder communications and collaborating on general Salesforce training alongside other CRM team members.

Specific duties include:

- Collaborating with the Associate Director of CRM Systems and Services to define and drive the vision and roadmap for CRM to align with the firm's technology strategy and achieve organizational goals.
- Partnering with business stakeholders such as attorneys, secretaries, marketing, and business development teams to shape CRM features and ensure optimal user experience.
- Managing and prioritizing the CRM backlog in collaboration with the CRM Systems and Services team, focusing on product vision and business value.
- Innovating and evolving CRM capabilities to develop a world-class competency at the firm, enhancing operational efficiency, data quality/reliability, marketing/sales effectiveness, and employee/customer experience.
- Responding to and assigning end user support requests to appropriate team members or enhancement work items for resolution.
- Understanding the software development life cycle and collaborating with the CRM Systems and Services team to guide features through the lifecycle.
- Evaluating out-of-the-box platform capabilities, third-party applications, and custom development to best satisfy business requirements and improve end user experience.
- Collaborating with the Senior CRM Systems Manager to ensure common understanding and alignment across functional and technical CRM stakeholders.
- Facilitating communications, data integration coordination, training, and adoption with the team.
- Playing an integral role in the firm’s data vision, working with the Data Strategy team, data managers, and key enterprise database owners.
- Coordinating with General Counsel to ensure data protection compliance within the CRM.

Additional responsibilities:

- Acting on behalf of the Associate Director of CRM Systems and Services when needed.
- Providing leadership to foster a culture of teamwork, cooperation, and an environment that embraces change and promotes collaboration.
- Communicating strategies and goals to ensure alignment across teams.
- Overseeing the structure and management of assigned areas to effectively meet stakeholder needs and incorporating recommendations for service delivery in a dynamic environment.
- Identifying service trends from within the firm, peer firms, and other relevant industries for potential integration to improve services.
- Planning, implementing, administering, and evaluating the effectiveness of services and resources.
- Developing and coordinating department-specific orientation and training programs to ensure the team receives necessary training and developmental opportunities.
- Serving as a direct supervisor and mentor to direct reports, providing day-to-day supervision, ensuring compliance with work hours, and monitoring compliance with firm and department policies.
- Supporting business professional development and continued educational opportunities.
- Participating in hiring, performance appraisals, counseling, termination, and other employee lifecycle events in collaboration with immediate supervisor and HR.
- Seeking opportunities for professional development both internally and externally.
- Performing all other duties as assigned or required.

**Education and Experience Information:**

- Required: Proficiency in the Microsoft Office suite, iManage, and other firm applications after orientation.
- Ability to work extended and/or weekend hours as required and the ability to travel as needed.
- A minimum of 5 years of direct applicable experience, such as a Salesforce Product Lead, having managed Salesforce admins/business analysts in a professional services environment.
- Eligibility for consideration of Senior designation with 7+ years of applicable experience in the field, including 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 optimal CRM capabilities.
- Experience in evaluating, implementing, and maintaining business tools and collaborating effectively with both technical and business teams.
- Ability to maintain and support a customer service philosophy.

- Preferred: 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:**

- Excellent written, verbal communication, and presentation skills.
- Strong management aptitude and supervisory skills, including hiring, training, assigning work, motivating, evaluating, and coaching.
- Intellectual curiosity, ability to derive connections, synthesize information, and facts.
- Ability to work in a fast-paced environment with demonstrated ability to coordinate multiple competing tasks and demands, provide high levels of customer service while maintaining professionalism.
- Ability to strategically prioritize workload and projects and delegate effectively.
- Team player with the ability to foster a culture of teamwork and cooperation.
- Ability to remain positive and upbeat despite obstacles.
- Ability to keep current with new developments, master new technologies, and adapt to change.
- Exceptional customer service skills.
- Proactive, creative, and independent thinker.

**Salary Information:**

The expected annual pay range for this 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 this position and would be eligible for a higher salary range based on experience.

The law firm offers a competitive compensation and excellent benefits package, committed to fair and equitable employment practices. Benefits include medical, health savings account, dental, vision, flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults, and other parental support benefits. Additionally, benefited employees receive firm-paid life insurance, AD&D, LTD, short-term medical benefits, 21 days of Paid Time Off, and 10 paid holidays each year. Generous parental leave and fertility benefits are provided, and new employees will attend a detailed benefit orientation to learn more about the firm's benefits and resources.