Manager, CRM System Administration - DB&T

Manager, CRM System Administration - DB&T

Company Description

About Veolia North America

A subsidiary of Veolia Group, Veolia North America (VNA) offers a full spectrum of water, waste and energy management services, including water, and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

Job Description

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Position Purpose:

The CRM Systems Administrator Manager is a certified Salesforce.com expert who directly manages and actively performs day-to-day CRM system administration tasks. This hands-on role involves personally implementing system changes, troubleshooting issues, and executing CRM initiatives, while also overseeing and guiding a small team of CRM and DevOps professionals. The manager will spend the majority of their time performing technical work, including system configuration, low code development, data management, and process automation, in addition to supervising staff, documenting initiatives, and reporting to upper management. This position requires a strong balance of technical expertise, practical problem-solving skills, and the ability to lead by example in a fast-paced, hands-on CRM environment.

Primary Duties/Responsibilities:

Technical Responsibilities:

• Design, develop, configure, and maintain CRM systems.
• Implement system changes, troubleshoot issues, and execute CRM initiatives, including low-code application development.
• Perform system analysis, testing, and optimization to ensure efficient use of CRM resources.
• Manage database policies, develop and enforce standards and procedures.
• Lead logical and physical CRM design processes.
• Maintain CRM security and implement new programs.

Management and Leadership:

• Oversee and guide a small team of CRM professionals.
• Distribute assignments, monitor projects, and resolve disputes among team members.
• Conduct performance evaluations and provide mentorship to staff.
• Manage CRM policies and operations.

Strategic Planning and Problem-Solving:

• Monitor CRM system performance and recommend improvements.
• Research and evaluate emerging CRM technologies and process applications.
• Plan for system capacity, expansion, and integration of related systems.
• Identify, select, and integrate new CRM applications.

Client Interaction and Support:

• Consult with users and managers to determine software or system functional specifications.
• Provide user support, addressing problems and complaints from various stakeholders.
• Recommend service upgrades and improvements based on user needs and system performance.

Documentation and Reporting:

• Document all CRM initiatives and system changes.
• Prepare reports for management on system performance, capacity, and strategic recommendations.
• Write specifications for CRM applications and ensure proper installation

Qualifications

Education/Experience/Background:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 7+ years of experience in CRM administration, preferably with Salesforce with 3+ years in a leadership or management role within IT or CRM teams.
• Track record of successful CRM system implementations or major upgrades.
• Experience in managing CRM projects from conception to completion.

Knowledge/Skills/Abilities:

• Proficiency in Salesforce configuration, customization, and maintenance.
• Experience with Salesforce declarative tools (Flow, Lightning App Builder, etc.).
• Basic understanding of Apex and Lightning Web Components.
• Familiarity with data management and integration tools.
• Strong leadership and team management abilities.
• Excellent problem-solving and analytical skills.
• Effective communication skills (both written and verbal).
• Ability to manage multiple projects simultaneously.
• Understanding of CRM best practices and trends.
• Ability to translate business requirements into technical solutions.
• Proficiency in data analysis and reporting.

Required Certification/Licenses/Training:

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform App Builder
• Additional Salesforce certifications preferred (e.g., Sales Cloud Consultant, Service Cloud Consultant).

Physical Requirements:

• Office Environment.
• Some travel required.

Additional Information

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

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