CRM Systems Architect

Description

• Serve as a functional advisor to business partners, prioritizing and enhancing the usability of CRM and related systems. This role entails capturing detailed requirements that, in collaboration with the product owner, can inform new system enhancements developed alongside the CRM Manager and development teams. Success is measured by efficient engagement with business stakeholders and the delivery of optimal value aligned with organizational objectives and practices.
• Web form data collection (FormAssembly, Gravity Forms)
• Customization (via configuration) of fields, flows, layouts, and reports
• Provide structured and ad hoc training and troubleshooting support to global end users. Act as a steward of system integrity, maintaining up-to-date process documentation and guides, and ensuring successful adoption from system rollout through to daily operations.
• Supporting UAT and change management
• Design and recommend system solutions for complex issues presented by end users. As the primary point of contact for all CRM-related matters within the organization, this position requires building and maintaining strong business partner relationships through effective communication and responsive initiative implementation.
• Integrate feedback from the process design team into system improvement initiatives. Work closely with the process team to establish baseline use cases and align them with platform capabilities, supporting comparative analysis of actual versus potential adoption.
• Writing user stories and acceptance criteria
• Screen capture for training video creation
• Partner with the CRM support team to ensure swift and accurate resolution of inbound requests. Proactively analyze recurrent issues to create incident response protocols, reducing resolution times and identifying opportunities for enhancements. The ability to balance project work with day-to-day operational demands is essential.
• Develop system and educational materials for end users on CRM functionalities and enhancements, including UAT support and training. Lead both virtual and in-person workshops and trainings.
• Collaborating with technical teams and stakeholders
• Survey data collection for feedback elicitation
• Monitor and communicate platform adoption metrics to stakeholders and senior leadership. Collaborate with the PMO to deliver real-time summarized data via business analytics platforms.
• Gathering and documenting requirements
• Utilize technology to maintain a centralized and current information repository, following KCS principles, to extend knowledge reach and streamline content management.
• Remain informed about evolving Salesforce capabilities and their implications for current and future state designs. Consistently apply and promote best practices in line with Pattern Energy’s standards and user behaviours.

Requirements

• Experience with leading UI/UX changes based on process improvement determined from current state analysis
• Track record of delivering impactful business applications using Agile methods on integrated team
• Customer 360/ MDM (Master Data management)
• Declarative tools (Approval Processes, Duplicate Rules, Lookup Filters)
• 3 years direct experience managing products or systems development
• Ability to travel up to 10 percent of the time
• Lucid or other process mapping software
• Strong understanding of Salesforce capabilities and limitations, including:
• Professional presence to plan and lead discussions with remote and in-person stakeholders
• BS degree in related field required
• Renewable energy industry experience is desirable.
• Ability to work with an extended global team approach and innovation.
• 5-7 years of experience working in a medium to large corporate environment
• Experience demonstrating business value though quantifiable metrics and KPIs
• 5 years of cross-departmental business experience, with demonstrated ability to engage and empathize with a wide variety of business owners.
• User training and change management documentation to inform users and document process and system enhancements.
• MS Office Applications (PowerPoint, Excel, Word)
• 5 years working on technology projects preferably CRM
• Azure Dev Ops or JIRA
• Willingness to not only coordinate solutions but investigate, define, and configure solutions to demonstrate
• Proficiency in Excel formulas preferred
• Cross-functional collaboration and teaming skills, including a willingness to contribute thought leadership and execute on others' ideas
• Experience working with 3rd party CRM applications
• Ability to energize self and others to create positive interactions and identify paths towards value driven outcomes
• Multi-cultural and multi-regional experience is highly preferred.
• Established proficiency in a variety of business applications including and beyond Salesforce

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance