CRM Manager

This position is for a CRM Manager to take on the role of Senior Implementation Manager who will oversee the Implementation Specialists team. They will serve in a player/coach capacity where they will both manage the team and the architecture of multiple customized instances of Salesforce with a Practifi overlay. The candidate will be part of the Technology Network Services group in St. Petersburg, FL, working directly with technology leadership to ensure quality customization and administration work on the Dynasty CRM Platform. A successful candidate must be able to work and communicate effectively with Product, Engineering, and Client Success teammates, in addition to being adept at collaborating with 3rd-party technology vendors. 

Responsibilities:

Leadership and Management: 

• Supervise and mentor the CRM Implementation Specialists, providing guidance and support to ensure successful project execution. 
• Help grow the CRM implementation capability as the Dynasty network expands. 
• Manage work between multiple resources for weekly sprints, ensuring efficient allocation and utilization of team members. 
• Oversee complex system conversion projects and new integration implementation ensuring timely and accurate completion/delivery. 
• Coordinate with 3rd-party developers, dividing project effort between internal and external resources, and managing project timeframes and budget. 

Technical Expertise: 

• Daily customization of multiple instances of Salesforce with a Practifi overlay, balancing tactical and strategic project workload. 
• Create and manage complex workflows utilizing mainly declarative tools in Salesforce. 
• Develop and deploy customized reports and dashboards to CSM specifications. 
• Setup integrations to other platforms. 
• Export, transform, and import data between systems. 
• Ensure all technical deliverables are comprehensive and align to the scope of the project 
• Manage a QA process for all work done by the Implementation Specialists Team. 
• Craft work item descriptions and document changes to instances. 
• Keep abreast of Salesforce releases and new features and provide recommendations for new features to incorporate into the system. 

Collaboration and Communication: 

• Work and communicate successfully with Product, Engineering, and Client Success teammates. 
• Collaborate with 3rd-party technology vendors to ensure seamless integration and project execution. 
• Track and estimate resources spent on projects, providing regular updates to stakeholders. 

Strategic Planning: 

• Ability to successfully navigate a fast-paced environment with rapidly changing priorities and complex challenges. 
• Translate business requirements into implementation work, ensuring alignment with organizational goals. 
• Provide strategic recommendations for system improvements and new features. 

Requirements:

• 5+ years of hands-on Salesforce experience, with significant depth in declarative development and administration across complex environments. 
• Experience supporting customized or multi-instance Salesforce environments. 
• Direct experience with Practifi, Salesforce Financial Services Cloud, or a comparable financial services platform built on Salesforce. 
• Experience designing CRM solutions around real end-user workflows, including sales, service, operations, or client relationship management processes. 
• Experience leading the work of Salesforce administrators, implementation specialists, engineers, or outside development partners. 
• Proven ability to deliver client-facing CRM implementations on committed timelines. 
• Strong judgment in balancing firm-specific customization with scalable platform standards. 
• Ability to communicate effectively with clients, technical partners, business stakeholders, and senior leaders. 

Preferred Qualifications: 

• Hands-on experience with Practifi or Salesforce Financial Services Cloud, particularly householding, relationship modeling, account structures, and financial services data models. 
• Experience in wealth management, RIA, fintech, or financial services environments. 
• Salesforce Advanced Administrator, Platform App Builder, or related Salesforce certification. 
• Experience extending Salesforce through Apex, Lightning Web Components, APIs, or custom integrations. 
• Experience managing outside Salesforce development vendors. 
• Experience leading data migrations and system conversions. 
• Experience in a fast-growth environment with multiple concurrent implementations.