CRM Solutions Architect

Role Objective

Partners with business leaders to translate business requirements into effective innovative CRM strategies. Designs and manages secure, scalable, and integrated Salesforce.com solutions that advance enterprise initiatives, drive adoption, and maximize ROI. Champions change management, cross-functional collaboration, and continuous improvement to ensure the CRM platform remains a key enabler of business success.

Essential Functions and Responsibilities

• Demonstrates a proven ability to proactively partner with business leaders - including the CRM Product Owner and executive stakeholders - to define and maintain a multi-year CRM strategic technology roadmap that translates complex business needs into clear, strategically aligned technology solutions easily understood by non-technical decision makers.
• Develop comprehensive CRM strategies aligned with organizational objectives, incorporating best practices and industry trends.
• Architect and design secure, scalable, and integrated end-to-end CRM solutions - including data architecture, workflows, user interfaces, and system integrations - that support evolving sales strategies and enterprise initiatives.
• Ensures data integrity within the CRM system, oversees data cleansing initiatives, and prioritizes seamless data integration with other systems enabling holistic customer insights.
• Serve as the primary technical authority for Salesforce.com, ensuring the platform leverages the latest features and capabilities to drive business outcomes.
• Leads and manages the development and prioritization of custom CRM functionalities, reports, dashboards, and the technical roadmap - collaborating with content experts to address unique business requirements and guide the development pipeline.
• Develop and conduct system validation, testing, and training sessions to ensure accurate and effective utilization of CRM functions.
• Delivers project management leadership for GOJO CRM initiatives. Defines project plan and communicates project status, issues, and risks.
• Manages and leads CRM-related communications with internal and external users, fostering a customer-centric culture, while serving as the lead technical liaison and champion between the enterprise and the CRM software vendor.
• Monitors CRM performance metrics and identifies areas for improvement to enhance the user experience and maximize ROI.
• Continuously evaluates emerging Salesforce.com technologies and industry trends, recommending innovative solutions to maintain competitive advantage, and leads proof-of-concept initiatives to assess new CRM features and integrations.
• Track the level of CRM usage and engagement among users across the organization and ensure the CRM platform is a key enabler of sales and marketing success.
• Calculates the cost savings achieved through improved operational efficiency, reduced manual processes, and optimized resource allocation enabled by CRM.
• Maintains and leads CRM policy, procedure, and system documentation.
• Supports a variety of "spontaneous" yet critical projects; supporting ad hoc sales and marketing requests for information and programming support.
• Mentor and develop CRM technical team members, fostering a culture of continuous learning and innovation.
• Maintain advanced Salesforce.com certifications and participate in ongoing professional development.
  Maintain customer focus, good business relationships and provide results.

Education and Experience

BA, BS in Computer Science, Information Technology, Business Administration, or related field required. 7 or more years' experience in CRM architecture, design, and implementation in a complex environment required. Proficiency in programming languages a plus. Excellent analytical, problem-solving, and communication skills to effectively collaborate with all levels of the organization. Relevant certifications (e.g., Salesforce Certified Application Architect, Salesforce Certified Administrator) preferred.

Supervision/Coordination

Provides direction, mentoring, and coaching as applicable to Technical CRM resources. Coordinate tasks, schedules, projects, and promotes/adheres/enforces policies and procedures.

Travel Requirements

FLSA Status

Compensation & Benefits

The expected starting pay for this role is between 111,500.00 - 153,300.00 per year. Within this range, an offer will depend on factors such as level of experience and technical competencies relevant to this specific role, as well as internal equity considerations. In addition to base pay, all GOJO team members are bonus eligible. Click Here for a comprehensive list of benefits we offer including 401(k) match, parental leave, and onsite well-being care.