Dir - Front Office Applications

POSITION SUMMARY

The Salesforce Solution Architect is responsible for the strategic design, implementation, and optimization of Salesforce solutions, including Sales, Marketing, Service, and Field Service Clouds, as well as integrations with eCommerce and other non-SAP applications. This role ensures the architecture supports 24x 7 operations, scalability, and alignment with business objectives. By maintaining a comprehensive Salesforce roadmap, instituting ITIL best practices, and ensuring compliance with global standards, the architect drives system and process improvements to maximize value delivery. Additionally, the role involves providing governance and strategic counsel to IT and business leaders, ensuring seamless integration with supporting systems and adherence to organizational requirements across geographies.
 

JOB RESPONSIBILITIES

• Responsible for all aspects of Sales Force business applications including development, upkeep, and enhancement to existing applications.
• Provide leadership for Salesforce implementation, customization, and optimization, ensuring alignment with business objectives.
• Lead the strategic vision for Salesforce across the organization, leveraging expertise in Sales Cloud, Marketing Cloud, Service Cloud, Field Service, and CRM Analytics to meet business objectives.
• Guide and oversee the work of Salesforce administrators and developers, ensuring efficient execution of projects and adherence to best practices.
• Lead the integration of Salesforce with enterprise tools.
• Direct the creation of advanced Salesforce reports and dashboards, ensuring data accuracy and actionable insights for decision-making. CRMA is a plus.
• Collaborate with IT leadership, business stakeholders, and other teams to ensure Salesforce initiatives meet organizational needs.
• Define and maintain the Salesforce product roadmap, prioritizing initiatives such as CPQ solutions, workflow automation, and integration enhancements.
• Establish commercially relevant application KPI to deliver global application service.
• Drive statement of partnership projects, ensuring they meet customers' needs and are operationally sound. Partner with the PMO team, participate in project request assessments to maintain enterprise-wide applications alignment. Provide estimates (cost, duration) for enterprise application projects.
• Design or re-engineer recognized “best practices” business systems that properly and efficiently utilize the existing portfolio of applications and IT resources that provide a common business practice for use throughout Matthews International.
• Build and maintain the 1-3 year application improvement roadmap for all enterprise Non-SAP applications, including Salesforce and eCommerce tools.
• Analyze industry, technology and market trends to introduce art-of-the-possible IT capabilities to the enterprise as enterprise value levers.
• Prepare timely forecasts for the department.
• Utilize tools to monitor departmental cost and cost trends, striving continuously to improve value.
• Develop and manage client relationships at a senior management level, within the business unit, to ensure client satisfaction and the development of efficient business systems.
• Provide weekly communication forums for the exchange of ideas and information with the IT department.
• Participate in the Governance committee to establish IT standards, approve deviations and/or new requests.
• Plan, direct, and coordinate activities of employees (s) to ensure goals or objectives are accomplished. Mentors, coaches, trains and develops team.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Computer Science or Information Systems Management or other business-related field
• Advanced degree (MBA, Master’s) preferred
• 10+ years progressive leading and managing various application groups experience; and equivalent combination of education and experience.
• 6+ years in a leadership role
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• 5+ years hands-on experience with a Customer Relationship Management (CRM) application and/or eCommerce tool.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.

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PHYSICAL ASPECTS / WORK ENVIRONMENT

•    Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.  
•    Occasionally lift and/or move up to 10 pounds    .
•    The noise level in the work environment is usually low/moderate.