Manager CRM Applications (Salesforce)

Company: Norwegian Cruise Line Holdings Ltd.
Location: Miami
Posted on: June 25, 2022

Job Description:

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 RESPONSIBILITIES:

• 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 teams.
• 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 configuration workbooks.
• Organize, participate, and lead project meetings as needed with business teams/vendors.
• 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 release.
• 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 required.

Keywords: Norwegian Cruise Line Holdings Ltd., Miami , Manager CRM Applications (Salesforce), Executive , Miami, Florida