Principal CRM Platform Application Owner

Southern New Hampshire University

22h•Remote

About The Position

The Principal CRM Platform Owner will report to the Senior Director of Platform Operations. This role leverages expertise in CRM (Salesforce) and integration technologies (Mulesoft) to lead innovation and ensure the platform aligns with SNHU's strategic goals. As a member of the Business Technology Solutions team, this leader designs, implements, and optimizes SNHU's integration pertaining to the CRM portfolio, which includes Mulesoft, Salesforce, marketing automation, telephony, and contact center tools. Responsibilities include defining requirements, prioritizing enhancements, creating functional specifications, and managing vendors. The role is crucial for optimizing platform-powered capabilities, driving user adoption, and maintaining operations. The Platform Owner must be comfortable leading meetings, driving communication, and excelling in a dynamic environment. This position manages the strategic direction, operational stability, and continuous improvement of SNHU's integration platforms, with Mulesoft as the primary focus and Salesforce as a secondary platform. The role partners with stakeholders, product managers, and technical teams to ensure integration solutions meet organizational needs, support business processes, and deliver value. The Platform Owner leads scrum teams, manages vendor relationships, and advocates for best practices in integration and CRM technologies. Critical thinking is required to identify strengths, weaknesses, and opportunities for improvement, positively impacting the student experience and organizational outcomes. This position works 100% remotely from any of the approved states.

Requirements

10+ years of relevant IT experience, including work with integration platforms like (Mulesoft) OR CRM ecosystems (Salesforce).
Bachelor's degree required.
Experience supporting integration and CRM technologies from requirements through production, with demonstrated business, technical, and leadership skills.
Experience with API management, data integration, and orchestration using Mulesoft or similar platform.
Experience with Salesforce object management and Education Data Architecture as a secondary skill.
Experience with accessibility and usability design approaches.

Nice To Haves

Professional certifications preferred: Mulesoft Certified Developer/Architect, Salesforce Certified Administrator, ITIL v4 Foundation, Agile, SCRUM, or BA certification such as CCBA, CBAP, or PMI-PBA.

Responsibilities

Build partnerships with partners and peers to lead value-based decision-making and solution options.
Advocate for the value of the Mulesoft platform and improve and delivery of innovative integration solutions.
Define the Mulesoft platform vision and roadmap with product and vendor roadmaps; support Salesforce roadmap as a secondary responsibility.
Maintain knowledge of Mulesoft capabilities and constraints; use out-of-the-box features to minimize custom code requirements.
Partner with CRM Leadership team, Platform Owners, Product owners, and stakeholders to prioritize Mulesoft programs and support Salesforce enhancements.
Lead scrum teams, promoting a collaborative and Agile environment, and manage all team delivery outputs, including ITIL problem and incident management.
Influence and contribute to the Mulesoft vendor roadmap to meet our needs.
Define and prioritize epics, features, and user stories for platform stability, focusing on operational drivers such as ease of use, reliability, recovery, scalability, and security.
Collaborate with management to uphold platform and application standards and strategy.
Mentor newer team members to support career growth.
Manage multiple scrum teams and groupings of platforms/applications that are business-critical and invested areas for the organization.
Establish clear governance principles and practices to drive executive decisions and provide escalation paths for solution delivery teams.
Oversee the health and performance of the Mulesoft platform, ensuring high availability and responsiveness for staff, faculty, and learners; support Salesforce platform health.
Implement and enforce governance and security policies for Mulesoft; assist with Salesforce governance.
Manage budgets and resources to improve technology investments.
Ensure platforms/applications are used for their intended purpose.
Define standard operating procedures for Mulesoft and related platforms/applications.
Monitor and approve customizations in Mulesoft, weighing our needs against cost/risk; support Salesforce customization review.
Work with business and ITS teams to document business and technical processes for successful migration, operation, maintenance, and enhancement of integration solutions.
Support the transition of solutions from development to production, prioritizing Mulesoft projects.
Research incidents and perform trend analysis to escalate potential problems and resolve technical debt.
Be a Problem Manager for Mulesoft platform/application issues or as assigned.
Establish relationships with partners and functional partners; guide communication between ITS and assigned business groups.
Facilitate conversations between functional and technical teams to ensure deep understanding of business needs and solution capabilities.
Engage our users to maximize new or improved technology within the SNHU ecosystem, with a focus on Mulesoft.
Participate in vendor dialogs to understand solutions, confirm offerings, and monitor performance toward SNHU requirements.
Collaborate with product owners, business analysts, architects, developers, QA, and other team members throughout the software/system development lifecycle.
Communicate platform/application updates and programs to stakeholders across departments.
Gather user feedback and translate it into applicable improvements.
Communicate messaging or updates around bugs and problems found in the platform.
Other duties, responsibilities, or activities may be assigned.