Salesforce/CRM Application Manager

JOB DUTIES

Description

Reporting to the Director of Connected Health, the Salesforce and CRM Application Manager provides management and oversight of Salesforce and CRM applications within UCLA Health.

Responsibilities include, but are not limited to :

• development, implementation, adaptation, integration, routine maintenance, support and enhancement of current and new Salesforce CRM applications and integrated Epic CRM application workflows
• defining build objectives and manage the configuration, stabilization and augmentation of the applications to support complex workflows across a variety of use cases as defined by operational leadership and a CRM governance group
• functioning as the team liaison to both Salesforce and Epic vendor resources, clinical & business process champions, and SME’s
• developing & executing action plans to remove project barriers relative to the specific application build
• adherence to established ISS application support and change control processes and will work closely with established organizational IT governance groups to gain knowledge of the operational requirements and constraints across the health system for advancing, securing and optimizing UCLA Health’s Salesforce platform
• acting as a functional leader and a technical expert This is a flex-hybrid role which will require you to be onsite at least 3 days per quarter or as required by operational need.

Please note that there are no reimbursements for travel to home office location. Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations.

Arrangements are regularly evaluated, and are subject to termination. Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity.

The full salary range for this position is $105,200 $250,600 annually. The budgeted salary or hourly range that the University reasonably expects to pay for this position is approximately between $150,000 $230,000 annually.

JOB QUALIFICATIONS

Qualifications

Required Qualifications : Salesforce certification is required. Bachelor’s degree or equivalent work experience is required.

At least 5 years experience building and designing CRM software solutions from conception to delivery is required. At least 3 years experience building applications on Salesforce platforms is required.

Previous management experience and effective leadership skills are required. At least 3 years managing technology programs and / or teams is required.

Extensive knowledge of customer service (CRM) technologies is required : including best practices for workflows, policies, procedures, systems and culture involving the application area.

Direct experience designing and maintaining software integrations that connect enterprise and cloud-based platforms with Salesforce Demonstrated skill in system workflow and business process flow analysis and design Superior organizational skills and customer service orientation Project management experience to manage project plan, lead meetings, prioritize, resolve conflicts Demonstrated ability to lead through influence across the organization Ability to establish and maintain a spirit of cooperation and respect, flourish in an unstructured environment, and always engage in professional and ethical conduct Ability to remain calm in difficult and stressful situations Must recognize problems, evaluate, and refer to the appropriate channels for action High functioning team skills, including active listening, rapport building, effective written & verbal communication, receiving and delegating work assignments Ability to probe for information about the underlying needs of the organization Ability to identify, document, resolve and / or escalate issues and maintain a complete issues log Ability to research organize, analyze, and synthesize data to support effective decision making Ability to manage multiple and competing tasks Preferred Qualifications : Master’s Degree is preferred Previous work experience in healthcare IT or health related organization is preferred Epic certification is preferred at hire and will be required within 6 months of hire Experience with Epic CRM tools is preferred Experience leading a mix of both local and remote team members is preferred