Manager CRM Applications (Salesforce)
Company: Norwegian Cruise Line Holdings Ltd.
Posted on: June 25, 2022
BASIC PURPOSE: The CRM Applications Manager is responsible for
leading projects and system enhancements through SDLC in alignment
with company visions and goals. This role is expected to lead
projects/enhancements while providing guidance to a team of
developers, analysts and specialists while mapping business
requirements to functional solutions while providing governance
over best practices and supporting platform adoption.POSITION
- Manage projects and assist in the development of strategy with
new projects relating to CRM.
- Participate in the documentation of business needs, identifying
gaps between business needs and application functionality.
- Lead business and technical design sessions and document
solutions to fill identified gaps for Salesforce Sales Cloud,
Service Cloud, Force.com, Pardot, and/or other platforms
implemented; considering possible solutions already available
through Salesforce AppExchange.
- Responsible for creation and maintenance of detailed technical
design and implementation documentation for development & project
- Work with internal technical team members representing other
enterprise & business applications in order to establish and
maintain seamless integrations.
- Participate in train the trainer sessions and assist business
teams in the creation of documentation and delivery efforts.
- Provide hands on guidance & support for Salesforce
configurations, APEX class generation & maintenance, admin tasks,
queries and report generation as needed.
- Aid in end-user application support including troubleshooting,
managing support tickets, and testing.
- Directly responsible for creation & maintenance of Salesforce
- Organize, participate, and lead project meetings as needed with
- Maintain up to date with new Salesforce functionality being
delivered per release.
- Classify and identify, document and present opportunities for
improving business processes/system interactions through the
implementation of new Salesforce features delivered per
- Maintain current Salesforce certifications.
- Demonstrate a deep knowledge of all Salesforce product
offerings & Solutions.
- Perform other job-related functions as assigned.KNOWLEDGE AND
EXPERIENCE:EDUCATION: Bachelor's Degree in Business Administration,
Computer Science, Software Engineering or Management Information
systems (MIS) or equivalent experience required. Certifications
required: Salesforce Certified Administrator, and Salesforce
Certified Platform App Builder or Salesforce Certified Developer.
Certifications preferred: Project Management Professional (PMP),
Salesforce Certified Technical Architect, Salesforce Certified
Application Architect, and/or Salesforce Certified Pardot
Consultant.EXPERIENCE: Minimum 6 years of experience working in a
Salesforce Functional or Technical Lead capacity, leading &
managing projects to scope, producing estimates & defining
deliverables and timelines, Force.com configuration and
APEX/Visualforce/API development, implementation of Salesforce
Products (Sales Cloud, Service Cloud, Marketing cloud, Etc.), and
segregation of Administration duties.KNOWLEDGE & SKILLS: Solid
understanding of SQL Server, MYSQL, SOAP, SOQL, SOSL, Visual Force
Pages/components, workflows & approvals. Strong knowledge of
Salesforce architecture, governor Limits, and integration
components (APIs, APEX, Visual Force, SOQL and web services.
Understanding of relational databases and other enterprise
application architecture (on premise or cloud). Ability to gather
detailed requirements and provide appropriate translation to
applications. Ability to effectively monitor production issues and
ensure resolution in appropriate time. Must be able to provide
options to business areas when needed to achieve business goals.
Understand the components of running successful projects within its
life cycle. Ability to clearly communicate findings and
recommendations with management. Working knowledge of reservation
system and other applications used throughout the enterprise.
Advanced level skill set of Microsoft Office Suite, Customer
Relationship Management Systems. Excellent organizational skills to
handle multiple tasks. Must be able to work well under pressure
while meeting strict deadlines and maintaining high quality of
work. Must be extremely accurate and detail oriented in order to
maintain high standards of accuracy when updating and making
changes to master product tables in the system. Must be able to
assist other team members as priorities and deadlines change for
the department. Excellent trouble shooting skills in order to
assist with a myriad system issues and answer questions regarding
product set-up. Good written and verbal communication skills in
order to interact with team members from different departments.
Critical thinking skills sufficient to identify, assess and
recommend technical solutions. Ability to understand business
issues and data challenges of business areas and systems. Available
to work during off hours, weekends and holidays, according to
business demands. Domestic and international travel may be
Keywords: Norwegian Cruise Line Holdings Ltd., Miami , Manager CRM Applications (Salesforce), Executive , Miami, Florida
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