CRM Services Manager

Cooley is seeking a CRM Services Manager to join the Technology Platforms and Applications team.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. To that end, the CRM Services Manager is responsible for the product management of the Salesforce platform, meeting with key business stakeholders to define requirements that represent the needs of the business, managing the maintenance and grooming of the work items in the product backlog, sprint planning, validating development against user requirements and acceptance criteria, validating defect severity and priority, managing the CRM Business Analyst and Quality Assurance and other team resources as, needed, developing stakeholder communications and collaborating on general Salesforce training in conjunction with other CRM team members. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• In collaboration with the Associate Director of CRM Systems and Services, define and drive the vision and roadmap for CRM at Cooley to enable Firm and technology strategy and achieve organizational goals and objectives
• Partner with Cooley business stakeholders (attorneys, secretaries, marketing, business development and other business professionals) to represent their needs and shape CRM features and optimal user experience
• Manage the CRM backlog in collaboration with the CRM Systems and Services team, prioritizing and driving execution based on product vision and business value
• Responsible for innovating and evolving CRM capabilities to develop a world-class competency at Cooley and improve operational efficiency, data quality/reliability, marketing/sales effectiveness, and employee/customer experience
• Respond to and assign end user support requests to appropriate team members or enhancement work items for resolution
• Understand the software development life cycle and collaborate with the rest of the CRM Systems and Services team to shepherd features through the lifecycle
• Familiar with Salesforce capabilities, limitations, and best practices and considers those factors alongside the needs of Cooley business stakeholders
• Evaluate out-of-the-box platform capabilities vs. third party applications vs custom development to best satisfy business requirements and improve end user experience
• Work closely with the Senior CRM Systems Manager, ensuring a common understanding and alignment across functional and technical CRM stakeholders
• Collaborate with the team to facilitate communications, data integration coordination, training, and adoption
• Play an integral role in the Firm's data vision, working collaboratively with the Data Strategy team, other data managers and key enterprise database owners
• Coordinate with General Counsel to ensure that there are the necessary rules and processes in place to affect data protection compliance within the CRM

Other position responsibilities:

• Act on behalf of the Associate Director of CRM Systems and Services when appropriate
• Provide leadership to foster a culture of teamwork and cooperation and an environment that accepts change and promotes collaboration
• Effectively communicate strategies and goals to ensure alignment across the teams
• Oversee the structure and management of assigned areas to effectively meet stakeholder needs, incorporating recommendations for delivery of services in the context of a constantly changing and competitive environment
• Identify service trends from within the Firm, peer firms and other relevant industries for potential integration to improve services
• Recommend, plan, implement, administer, and evaluate effectiveness of services and resources
• Develop and coordinate department-specific orientation and training programs for department business professionals to ensure the team receives training necessary for the firm's needs, and that employees receive developmental opportunities and mentorship
• Serve as direct supervisor and mentor to direct reports
• Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Manage staffing coverage, review and process time logs/time off requests
• Support business professional development and continued educational opportunities
• In collaboration with immediate supervisor and CN HR, participate in hiring, performance appraisals, counseling, termination and other employee lifecycle events
• Seek opportunities, both internal and external for professional development
• All other duties as assigned or required

Skills and experience

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 5+ years direct applicable experience (e.g., Salesforce Product Lead, having managed Salesforce admins/business analysts in a professional services environment)
• Eligible for consideration of Senior designation with 7+ years applicable experience in the field with 2+ years of exempt/management experience in relevant roles
• Experience with Azure DevOps or other development applications
• Ability to independently assess client needs and develop responsive solutions
• Experience in reducing technical debt, upgrading processes, and innovating on the Salesforce platform to ensure CRM capabilities are optimal
• Experience in evaluating, implementing, and maintaining of business tools, collaborating effectively with both technical and business teams
• Ability to maintain and support a customer service philosophy

Preferred:

• Experience working within the legal services sector
• Salesforce certifications such as: Salesforce Strategy Designer, Salesforce Application Architect, and Salesforce Sales Cloud Consultant
• Familiarity or experience using Excel Power Query, Copado Essentials +, OwnBackup
• Supervisory experience

Competencies:

• Excellent written, verbal communication and presentation skills
• Strong and proven management aptitude
• Supervisory skills (hire, train, assign work, motivate, evaluate, coach)
• Intellectual curiosity, the ability to derive connections and synthesize information and facts
• Ability to work in a fast-paced environment with demonstrated ability to coordinate multiple competing tasks and demands, provide high levels of customer service, whilst maintaining a professional demeanor
• Ability to strategically prioritize workload and projects and delegate effectively
• Team player with the ability to foster a culture of teamwork and cooperation
• Ability to remain positive and upbeat despite obstacles
• Ability to keep current with new developments, master new technologies, and adapt to change
• Exceptional customer service skills
• The ability to be proactive, creative and an independent thinker

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.

The expected annual pay range for this position is $125,000 - $155,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.