Salesforce Implementation Manager/Account Manager
at Wired Triangle in Durham, NC
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May 12, 2013
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Overview
Full-time, on-site (American Tobacco Historic District, Durham, NC). Wired Triangle is seeking an Implementation Manager / Account Manager to guide its customers through implementation of a Salesforce CRM powered solution for the residential real estate industry. The Implementation Manager is a newly created role and is seen as a pivotal position within a growing business, managing multiple simultaneous customers from acquisition through the implementation process and into an account management phase. (http://www.wiredtriangle.com/implementation-manager-account-manager.html)
Responsibilities
Manage new customer implementations from initial kick-off call through go live as well as ongoing support/maintenance
Recommend best practices for customer success by capturing and documenting key lessons learned from previous implementations
Manage technical aspects of migration from customers’ previous systems including extraction, transformation and loading (ETL) of customer data from one or more sources
Configure a Salesforce based solution to meet customer requirements including but not limited to: record types, fields and page layouts, profiles, workflows, dynamic reports and dashboards, and communication templates
Manage training plans and conduct end-user and system administrator training
Assist in the development of standard policies and procedures including implementation and maintenance and in turn provide recommendations for best practices and ways to bring consistency to administrative practices across the organization
Document functional requirements to enhance the existing solution and perform pre-deployment testing when needed to ensure enhancements are error-free
Contribute as an author to a robust knowledge base of common internal and external inquiries with detailed steps to accomplish the desired outcome
Skills
Required:
Strong interest in cloud-based technologies including general knowledge of trends and products
2-4 years experience working directly with clients or end users
Ability to use phone interviews and other techniques to extract and document user/business requirements from customers with a wide range of ability to express the same
Ability to communicate on technical subjects with customers with a wide range of technical capability.
Passion for driving customer satisfaction through proactive customer communication and commitment to resolving customer problems
Advanced excel/spreadsheet skills; ability to analyze and validate data including manipulation of large data sets, data mapping, data filtering, pivot tables, and cross-referencing multiple data sources or spreadsheets
Ability to multi-task and adapt quickly to competing priorities while remaining focused
Experience presenting using web conferencing systems (WebEx, GoToMeeting, etc)
Excellent verbal and written communication skills with ability to document technical procedures for non-technical audiences
Additional Desired Skills:
Salesforce CRM configuration and custom development experience or certification is a strong plus
Ability to run database queries using SQL standard commands
Prior customer support experience in a technical environment
Prior development of training materials and/or knowledge base content
Experience as a business analyst, documenting business and functional requirements
Knowledge of residential real estate industry a strong plus
Team player, and be able to work with moderate supervision
Experience working with SaaS solutions as either an administrator or end-user
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