Manager, Commercial Technologies CoE - Salesforce

Intuitive•Peachtree Corners, GA

5d•Hybrid

About The Position

The Commercial Technologies Center of Excellence (CoE) - Salesforce drives value across the enterprise with processes, capabilities, and technology. Over 7,000 Intuitive colleagues leverage tools we manage as the backbone of their business and as the system of record. In this position, you will operate as a partner and trusted advisor for the global Commercial organization, as well as all users of our solutions. Reporting to the Director, Commercial Technologies CoE, the Manager, Commercial Technologies CoE - Salesforce, will be responsible for developing and optimizing solutions (process and technology) to fuel our continued growth. You will lead a team of business analysts & admins, partner with IT organization, and guide the business for establishing and enhancing solutions. By aligning with our stakeholders and leaders, you will identify key areas of improvement, socialize & prioritize those based on business needs, and work through multiple teams to bring those ideas to market.

Requirements

At least 5+ years of experience managing Salesforce platforms, business systems, or commercial technology solutions, including roadmap planning, stakeholder management, and process improvement initiatives
Strong understanding of the Salesforce.com platform
Experience leading people and processes
Ability to interact and influence a variety of users and senior leaders
Ability to work and manage projects independently
Very strong collaboration and influence capability required
Strong problem solving, critical thinking, and analytical skills are required
Effective project management and facilitation skills required
Strong leadership, relationship building, influencing and negotiation skills
Bachelor's or undergraduate degree in Computer Science, Information Systems, Business, or equivalent experience

Nice To Haves

Experience supporting users in a medical device company is desirable

Responsibilities

Drive significant improvements in our ability to support the business
Establish appropriate SLAs for Case response times based upon type and urgency
Develop automation and efficiencies related to high volume/low expertise Case Areas (user setup, etc.)
Create Dashboard of Case volumes, types, SLAs, actuals, and team member case volume
Lead a global team of Business Analysts and Salesforce Admins
Collaborate with stakeholders at all levels to define business systems requirements for new technology implementations
Manage the delivery of incidents, bug fixes & enhancements to ensure the timely closure with required quality
Identify and prioritize all process and system enhancements based upon business needs
Research new technologies, including AI, to provide efficiencies and capabilities to our stakeholders
Build and refine a roadmap of features and capabilities, providing our stakeholders with clarity as to when they can expect rollouts of the functionality
Align on ROI and adoption metrics to quantify the value we deliver to the business
Coordinate relevant business resources to insure we deliver incredible solutions…including resources for Needs Assessment, Requirements Gathering, Acceptance Criteria, Business Process Mapping, Testing, Training, and ongoing continued support and utilization
Collaborate globally and cross-functionally to identify best practices and process gaps and develop plans to align
Foster strong partnerships with IT and other enabling functions
Grow & develop team members to be their best selves, including having documented Development Plans and regular discussions on how to grow
Be a Connector…build relationships with the teams we serve and are served by. Understand their business, priorities, and pain points. Drive holistic end-to-end conversations and break down silos
Leverage data on utilization, value, ROI, business direction, time spent, and more to continually optimize our fast-growing business
Drive regular alignment meetings with our leadership team to understand where the business is headed, and what is needed for success
Establish team's expectations and clear direction to meet department's goals and objectives
Support ad hoc projects as prioritized by leadership