Solution Manager, Salesforce

Job Description:
Arterra is significantly extending its use of Salesforce cloud solutions in support of an ongoing digital transformation and an increased desire for direct-to-consumer sales. In addition to using Salesforce to support Arterra’s Sales team, Arterra is adding Salesforce Marketing Cloud and Salesforce Service Cloud to its overall technology makeup, in order to establish a greenfield end consumer repository for exceptional service and efficient marketing. Arterra is looking for a Solution Manager, Salesforce to support the organization-wide Salesforce configuration and implementation of these new modules, following by building and leading a team to support ongoing product/solution management post-implementation. This team will be focused on maintaining and evolving the Salesforce solution set as the company evolves.

In the implementation phase, the Solution Manager, Salesforce will work with key stakeholders across the business to develop and convey product vision. The Solution Manager, Salesforce will be responsible for understanding design requirements from the business and configuring the Salesforce cloud modules. In the post-implementation phase, the Solution Manager, Salesforce will design, build, and lead a team to support the evolution of Arterra’s various sales, marketing, and service needs by managing the Salesforce solution and working closely with the business, IT, Salesforce, and key partners such as integrators.

To succeed, the Solution Manager, Salesforce requires a unique mix of skills including strong time management and prioritization, excellent communication both verbal and written, and exemplary leadership skills for collaboration with effective stakeholder management. They must also be able to work effectively with a wide range of teams — from business leaders to delivery teams. Experience with agile and hybrid delivery models is an asset.

WHAT YOU WILL BE DOING:

- Product/solution management_
- Establish and maintain relationships with the key business stakeholders with authority to make decisions regarding the Salesforce solutions’ capabilities and priorities, and integrators and other vendor(s) with input on the solution’s functionality.
- Facilitate and drive alignment among key stakeholders. Lead them to converge on a product strategy, vision, and roadmap. Own the product roadmap and refine and update it after the initial implementation is completed. This includes working with the business to prioritize future enhancements, new features, and capabilities.
- Work with key stakeholders to make frequent and dynamic prioritization decisions based on the latest product analytics, employee feedback, and customer feedback. Define, track and communicate key product performance indicators as required to inform this process, and track business results.
- Support preparedness for rollout of additional Salesforce modules and functionality by ensuring the organization is prepared to adopt the solution including all organizational aspects, process, and physical aspects, such as training for front end employees.
- Own and manage the vendor relationship during and post implementation, including establishing and managing change control processes with the vendor. Own the relationship with approved integrators and other vendors.
- Work with internal partners (e.g., Infrastructure, Enterprise Architecture) to ensure proper solution design and maintain the integrity of the Consumer profile
- Set up the solution support governance and the required help desk processes and systems for employees to report issues and request enhancements and act as a point of escalation to address recurring issues and problems
- Salesforce configuration management_
- Gather necessary policies, procedures, and inputs from the business to configure Salesforce solutions (e.g., role-based user IDs allocated to users, queues, etc.)
- Ensure that the solution configuration is updated for any changes in business or functional requirements. Analyze proposed product design changes to determine effect on overall solution.
- Act as data custodian for Salesforce data, and work with Data Management team to ensure coordination with Arterra’s overall data structure
- Synchronize work with Salesforce and integration partner(s) to ensure both are receiving the appropriate business and technical inputs
- Provide the required updates and upgrades to the solutions as well as the appropriate documentation. Ensures that Salesforce updates are tested and implemented as required.
- Communicate to relevant stakeholders on solution updates, known errors, and new features.
- Manage user access to the Salesforce modules by ensuring all new onboarded employees have proper access, and all terminations have access removed promptly.
- Manage multiple Salesforce modules and environments, and segment configuration by different business partners - Sales, Marketing, Digital, etc.

WHAT YOU WILL BRING:

- Bachelor’s degree in engi