The Manager of Salesforce Architecture is responsible for driving a unified customer relationship management ecosystem across the enterprise. Serving as a bridge between concept and execution, this role will lead a team of Salesforce experts in identifying and implementing innovative Salesforce solutions to improve data reliability, increase efficiencies and surface actionable insights for cross-functional business units. The Manager of Salesforce Architecture will advocate for ongoing Salesforce expansion, adoption and education to better business and customer interactions.

Work cross-functionality to establish and maintain ARAG’s customer relationship management system process and operations so that all business units can successfully perform their required functions. • Direct usage of customer relationship management tool – Salesforce• Identify and uphold ideal CRM architecture • Train and support internal users• Manage Salesforce and 3rd party app vendor relationships• Gather and evaluate business requirements cross-departmentally and formulate strategies with the CRM Administrator for enhancements and expansion of the CRM system • Research and coordinate integrations with native and third-party apps• Guide integration of internal database and external data sources to develop a 360° view of the ARAG customer• Work with data stakeholders to maintain application data flows, enhance data collection methodology and create data integrity plans for all audiences • Verify and validate updates made by the Salesforce Administrator in both test and production environments• Monitor CRM system releases and Salesforce Community – sharing developments with stakeholders • Work with IT to develop, follow and enforce master data management and governance policies• Maintain comprehensive documentation for Business requirements, processes and standards • Conduct testing and troubleshooting to identify issues• Manage and lead CRM team• Serve as a positive role model by representing the ARAG Values

Work cross-functionality to establish and maintain ARAG’s customer relationship management system process and operations so that all business units can successfully perform their required functions. • Direct usage of customer relationship management tool – Salesforce• Identify and uphold ideal CRM architecture • Train and support internal users• Manage Salesforce and 3rd party app vendor relationships• Gather and evaluate business requirements cross-departmentally and formulate strategies with the CRM Administrator for enhancements and expansion of the CRM system • Research and coordinate integrations with native and third-party apps• Guide integration of internal database and external data sources to develop a 360° view of the ARAG customer• Work with data stakeholders to maintain application data flows, enhance data collection methodology and create data integrity plans for all audiences • Verify and validate updates made by the Salesforce Administrator in both test and production environments• Monitor CRM system releases and Salesforce Community – sharing developments with stakeholders • Work with IT to develop, follow and enforce master data management and governance policies• Maintain comprehensive documentation for Business requirements, processes and standards • Conduct testing and troubleshooting to identify issues• Serve as a positive role model by representing the ARAG Values

Administrate, develop, maintain, troubleshoot a 400+ license I3 CIC platform. Integrate the CIC platform and Salesforce.com to provide the most efficient and effective way of distributing different interaction types and business processes to business units. Work with the Marketing department to provide assistance with Campaigns in Salesforce.com. Assist in general administration of Salesforce.com for the corporation. Recommend best practices for CIC and Salesforce.com and help implement them.

Administrate, support, and some development a 500+ user Enterprise Salesforce org. Using the agile methodology help with creation, sizing, and prioritizing stories. Work with stakeholders from all aspects of the business to define opportunities to improve the Salesforce org. Maintain positive relationship with team members, users, and stakeholders.

Administrate, develop, maintain, troubleshoot a 400+ license I3 CIC platform. Administrate and troubleshoot Salesforce.com platform for our different business units. Integrate the CIC and Salesforce.com to provide the most efficient and effective way of distributing different interaction types and business processes to business units.

Work directly with clients to ensure they get the information they need from calls made. Work with other departments of West to ensure the script for the telereps is correct, ensure the items we are analyzing is tracked correctly, ensure that 800 numbers route to the correct call centers.

Administrate, maintain, troubleshoot an I3 CIC platform for a 200+ license call centers.