FICO

Senior Manager, Salesforce Customer Data Governance

FICO

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $97,000 - $152,000 per year

Job Level

Senior

Tech Stack

CloudOracleServiceNowTableau

About the role

  • Own and manage customer data processes to ensure adherence to data standards and governance policies across the Salesforce platform and related systems.
  • Develop, maintain, and communicate data definitions in a comprehensive Customer Data Dictionary, defining key data elements, relationships, and business rules.
  • Leverage third-party data providers (e.g., Dun & Bradstreet) to manage ongoing Customer Data Enrichment activities and align enriched data with business needs.
  • Oversee Customer Data Maintenance, including the detection and resolution of data quality issues, duplicate records, and stale data across business units.
  • Leverage data tools (e.g. Demand Tools) to assist with data transformation, data audit and compliance, and duplicate management.
  • Triage and manage Customer Data Support Cases, including responding to new customer account and account change requests.
  • Collaborate with Sales, Marketing, Operations, Finance, Legal, Customer Support, and IT to ensure alignment between data processes and business objectives.
  • Coordinate activities (agendas, meeting cadence, etc) for a cross-functional Data Governance Council.
  • Define and enforce data stewardship best practices and act as a subject matter expert on customer data governance.
  • Partner with data integration teams to support the synchronization and validation of customer data across systems (e.g., Salesforce Marketing Cloud Account Engagement, Oracle EBS, Tenrox, Xaclty, ServiceNow).
  • Develop and deliver training, documentation, and guidance to empower stakeholders in proper data usage and governance practices.
  • Contribute to data governance initiatives, projects, and tools that improve data visibility, quality, and compliance across the organization.
  • Collaborate with insights teams to ensure customer data being referenced in reports and dashboards is accurate and being pulled from trusted and reliable sources.
  • Define and measure data stewardship success metrics, sharing insights on system customer data health and improvements.

Requirements

  • 7+ years of professional experience, including 4+ years focused on Salesforce data management or CRM data governance.
  • Understanding of Salesforce Sales Cloud and customer data model design (Accounts, Contacts, Hierarchies, etc.).
  • Demonstrated knowledge of data governance frameworks, data quality metrics, and stewardship practices.
  • Proven ability to design and enforce data management processes that scale across regions and business functions.
  • Proficiency in case and issue management, particularly using Salesforce Cases or similar tools.
  • Familiarity with third-party data enrichment tools, especially Dun & Bradstreet (D&B Connect) integrations and workflows, is a plus.
  • Experience with data cleansing and deduplication tools such as Demand Tools is a plus.
  • Strong analytical and problem-solving skills with the ability to perform root cause analysis on complex data issues.
  • Excellent verbal and written communication skills, with an ability to translate technical concepts into business language.
  • Proficiency in data visualization tools such as Salesforce CRM Analytics or Tableau is a plus.
  • Skilled in leveraging the Microsoft suite, including PowerPoint, Word and Excel.
  • Salesforce certifications (Administrator, Advanced Administrator, Data Architecture & Management Designer) preferred.
  • Bachelor’s Degree in Information Systems, Business, Data Management, or related field.