CRM Services Manager in Santa Monica, CA

Law Firm

Santa Monica, CA

CRM Services Manager in Santa Monica, 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 a key role within the Technology Platforms and Applications team, tasked with overseeing the product management of the Salesforce platform. This involves collaborating with business stakeholders to define and address their needs, managing the product backlog, and ensuring the effective execution of CRM features that align with the firm's strategic goals. The manager is responsible for fostering a culture of customer service excellence and operational efficiency, improving data quality, marketing and sales effectiveness, and enhancing both employee and customer experiences. Specific responsibilities include:

- Collaborating with the Associate Director of CRM Systems and Services to define and drive the CRM vision and roadmap.
- Partnering with business stakeholders such as attorneys, secretaries, marketing, and business development professionals to shape CRM features and user experiences.
- Managing the CRM backlog, prioritizing tasks based on product vision and business value.
- Innovating and evolving CRM capabilities to develop a world-class competency at the firm.
- Responding to end-user support requests and assigning them to appropriate team members.
- Understanding the software development life cycle and collaborating with the CRM Systems and Services team.
- Evaluating platform capabilities and third-party applications to meet business requirements.
- Working closely with the Senior CRM Systems Manager for alignment across CRM stakeholders.
- Facilitating communications, data integration, training, and adoption with the team.
- Playing an integral role in data vision and collaborating on data protection compliance.

Additional responsibilities include acting on behalf of the Associate Director when necessary, providing leadership to foster teamwork and collaboration, communicating strategies to ensure alignment, managing service delivery, recommending and evaluating services, developing training programs, supervising direct reports, and participating in hiring and performance appraisals.

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.
- Ability to work extended hours and travel as required.
- 5+ years of direct applicable experience, such as a Salesforce Product Lead, with experience managing Salesforce admins/business analysts in a professional services environment.
- Eligibility for a Senior designation with 7+ years of applicable experience and 2+ years of management experience.
- Experience with Azure DevOps or other development applications.
- Ability to assess client needs independently and develop responsive solutions.
- Experience in reducing technical debt, upgrading processes, and innovating on the Salesforce platform.
- Experience in evaluating, implementing, and maintaining business tools while collaborating with technical and business teams.
- Commitment to a customer service philosophy.

Preferred qualifications include experience in the legal services sector, Salesforce certifications, familiarity with Excel Power Query, Copado Essentials +, OwnBackup, and supervisory experience.

Competencies:
The role requires excellent written, verbal communication, and presentation skills, strong management aptitude, supervisory skills, intellectual curiosity, and the ability to work in a fast-paced environment. The candidate should demonstrate the ability to prioritize workload strategically, foster teamwork, maintain a positive demeanor, stay current with new developments, and provide exceptional customer service. Creativity and independent thinking are also valued.

Salary Information:
The expected annual pay range for the CRM Services Manager position is $125,000 - $155,000, with the final offer amount dependent on geographic location, experience, and skillset. Senior-level candidates may be eligible for a higher salary range based on experience.

The law firm offers a competitive compensation and benefits package, including elective benefits such as medical, dental, vision, flexible spending accounts, life insurance, long-term care coverage, backup care, and parental support benefits. Employees receive firm-paid life insurance, AD&D, LTD, short-term medical benefits, 21 days of Paid Time Off, and 10 paid holidays annually. Generous parental leave and fertility benefits are also provided, along with a detailed benefit orientation for new employees.