CRM Systems Architect

Pattern Energy Group•San Francisco, CA

5d•$111,000 - $138,000

About The Position

This role serves as the company’s front line user experience and design leader across the CRM ecosystem. The CRM Systems Architect is responsible for understanding the business process and capturing requirements that will be implemented into scalable solutions that align with organizational business objectives. As a system representative on cross functional initiatives this individual collaborates with stakeholders to translate business needs into development ready user stories and review solutions with the product owner to maximize value. Upon delivery the architect will be communicating updates and increasing user adoption through user training and system documentation. The CRM Systems Architect participates as a member of the sprint team following agile delivery to inform, deliver, design, test, and document system enhancements. This may involve working closely with business owner stakeholders, internal technical teams, and implementation partner consultants to coordinate solutions. The role also supports the project manager to create status updates or document meetings and action items. The CRM Systems Architect is the crucial link between system end users and software as well as the technical development teams that support it. The role demands strong systems knowledge and close collaboration with Origination, Development, External Affairs, Finance, and other departments to achieve effective system implementation and adoption. Skills and abilities relevant to the job include: Cross-functional collaboration and teaming skills, including a willingness to contribute thought leadership and execute on others' ideas Ability to energize self and others to create positive interactions and identify paths towards value driven outcomes Willingness to not only coordinate solutions but investigate, define, and configure solutions to demonstrate Established proficiency in a variety of business applications including and beyond Salesforce Professional presence to plan and lead discussions with remote and in-person stakeholders Ability to work with an extended global team approach and innovation. Ability to travel up to 10 percent of the time

Requirements

BS degree in related field required
Candidate must have: 5-7 years of experience working in a medium to large corporate environment
5 years working on technology projects preferably CRM
5 years of cross-departmental business experience, with demonstrated ability to engage and empathize with a wide variety of business owners.
3 years direct experience managing products or systems development
Track record of delivering impactful business applications using Agile methods on integrated team
Experience with leading UI/UX changes based on process improvement determined from current state analysis
Experience demonstrating business value though quantifiable metrics and KPIs
Established proficiency in Salesforce configuration and best practices, including : Customization (via configuration) of fields, flows, layouts, and reports
Strong understanding of Salesforce capabilities and limitations, including: model and security Declarative tools (Approval Processes, Duplicate Rules, Lookup Filters) Reports and dashboards
Experience working with 3rd party CRM applications
Web form data collection (FormAssembly, Gravity Forms)
Screen capture for training video creation
Demonstrated problem solving and communication abilities, including:. Gathering and documenting requirements Writing user stories and acceptance criteria Supporting UAT and change management Collaborating with technical teams and stakeholders User training and change management documentation to inform users and document process and system enhancements.
Survey data collection for feedback elicitation
Established proficiency in a variety of business applications beyond CRM, including: MS Office Applications (PowerPoint, Excel, Word)
Lucid or other process mapping software
Azure Dev Ops or JIRA
Knowledge of Agile methodologies (Scrum/Kanban) for backlog management and sprint planning
Ability to travel up to 10 percent of the time between Houston/San Francisco

Nice To Haves

Multi-cultural and multi-regional experience is highly preferred.
Renewable energy industry experience is desirable.
Proficiency in Excel formulas preferred
Customer 360/ MDM (Master Data management)
Contract LifeCycle Management applications (CLM)
ERP / Financial Systems

Responsibilities

Serve as a functional advisor to business partners, prioritizing and enhancing the usability of CRM and related systems.
Design and recommend system solutions for complex issues presented by end users.
Partner with the CRM support team to ensure swift and accurate resolution of inbound requests.
Proactively analyze recurrent issues to create incident response protocols, reducing resolution times and identifying opportunities for enhancements.
Provide structured and ad hoc training and troubleshooting support to global end users.
Act as a steward of system integrity, maintaining up-to-date process documentation and guides, and ensuring successful adoption from system rollout through to daily operations.
Develop system and educational materials for end users on CRM functionalities and enhancements, including UAT support and training.
Lead both virtual and in-person workshops and trainings.
Utilize technology to maintain a centralized and current information repository, following KCS principles, to extend knowledge reach and streamline content management.
Monitor and communicate platform adoption metrics to stakeholders and senior leadership.
Collaborate with the PMO to deliver real-time summarized data via business analytics platforms.
Integrate feedback from the process design team into system improvement initiatives.
Work closely with the process team to establish baseline use cases and align them with platform capabilities, supporting comparative analysis of actual versus potential adoption.
Remain informed about evolving Salesforce capabilities and their implications for current and future state designs.
Consistently apply and promote best practices in line with Pattern Energy’s standards and user behaviours.