Senior Manager, CRM Marketing Platform

Responsibilities:

• PLATFORM ADMINISTRATION
• Daily administration, support and oversight of Penn Medicine’s CRM including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations (working with vendors or direct reports where applicable)
• Works with management and end-users to create and manage complex workflow rules, data validation, and triggers
• Validates and builds application requirements and program enhancements by working with program staff, programmers, strategic planning, analysts and/or outside consultants as needed
• Manages the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing
• Keeps application users informed about system functionality and enhancements
• Logs and tracks identified system problems through resolution
• Creates and maintains documentation on processes, policies, application configuration and help related materials for users as database applications are developed (working with vendor for documentation where applicable)
• PLATFORM GROWTH
• Works with end user groups and CRM Program Managers to ensure a strong understanding of their needs in an effort to enhance current platform
• Develops thought leadership and is a key voice during discovery, onboarding and training of new user groups inclusive of the Access Center
• STAFF, VENDOR AND BUDGET MANAGEMENT
• Supervises and motivates platform team to ensure productivity is maximized and specified goals and quality standards are met; establishes goals and objectives, provides feedback and evaluates performance, counsels and develops employees
• Oversees both day to day work and broader projects by the CRM Administrator to ensure data quality standards are consistently met
• Create and own work plans according to annual strategic priorities to support execution and sustainment of CRM Platform; ensure all project elements are implemented according to objectives, specifications, on schedule and on budget
• Leads projects with >80% of work outsourced. Manages vendor performance and delivery against requirements.
• PROFESSIONAL DEVELOPMENT
• Stays abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource. Maintains skill levels in technology tools required to perform job requirements. Propose new methods for utilizing marketing technology platforms, incorporating best practices from high performing organizations, and staying current on the competitive health care landscape.
• Performs duties in accordance with Penn Medicine and entity values, policies and procedures.
• Other duties as assigned to support the unit, department, entity and health system organization. 

Credentials:

• Salesforce Admin Certification

Education or Equivalent Experience:

• Bachelor's Degree (Required); preferably in Computer Science or related field.
• Master's Degree in Healthcare Marketing, MBA, Statistics or related field (Preferred)
• 8+ years of experience working in a related field (Required)
• 3+ years of experience managing large projects/programs and/or overseeing teams (Required)
• 3+ years of experience working with Salesforce (Required)

Skills & Abilities:

• Strong organizational skills with ability to plan and execute multiple complex projects, while resourcefully managing risks and communicating across stakeholders
• Ability to learn new systems quickly
• Strong critical thinking, analytic and problem-solving skills
• Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner
• Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight if needed
• Advanced skills in Microsoft Office (including Excel, Word and PowerPoint)
• Demonstrated ability to assess and understand data models and process flows from multiple systems
• Demonstrated proficiency to manage complex data sets
• Proficient experience with SQL and/or other relational database management systems; including ability to query large datasets, clean and transform data, and understand data relationships
• Experience with project management techniques and best practices
• Experience in managing vendors to align with marketing strategic goals
• Advanced experience with Salesforce setup and configuration
• Advanced experience with Salesforce dashboards and reporting
• Experience performing Salesforce platform upgrades and ensuring successful integrations