Mass General Brigham

Senior CRM Manager – Digital Platforms

Mass General Brigham

full-time

Posted on:

Location Type: Hybrid

Location: Somerville • Massachusetts • United States

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Salary

💰 $117,707 - $171,204 per year

Job Level

Senior

About the role

  • Act as the product owner in leading the prototyping and delivery of CRM solutions, including but not limited to: Roadmap ownership & Creating assessments
  • Drafting and finalizing functional requirements
  • Managing product development
  • Liaison between business stakeholders and the Customer Intelligence teams to brainstorm new ideas and estimate viability for new product ideas.
  • Working closely with the internal Business Engagement, PMO and Enterprise Architecture teams of MGB Digital Platform Management team.
  • Lead team of Salesforce Software Engineers and Quality Assurance engineers to build scalable and reliable solutions.
  • Leverage Declarative Configuration hands-on to rapidly prototype new solutions to ensure their feasibility
  • Collaborate cross functionally with larger IT departments, business stakeholders and the Critical Incident team to drive the adoption of these products
  • Develop AI-supported QA processes to effectively manage testing strategies
  • Define KPI metrics to demonstrate an ROI of deployed CRM applications
  • Participate in a 24x7x365 on-call rotation supporting CRM solutions

Requirements

  • Bachelor’s degree in engineering, mathematics, computer science, other related fields
  • 8+ years of professional experience, with at least 5+ years focused on CRM/Salesforce strategy, product ownership, or program management.
  • Salesforce Certifications required: Platform Administrator and Platform Developer I
  • Understanding of UX design - able to discuss and sketch out ideas and wireframes quickly
  • Excellent communication, presentation, and stakeholder management skills.
  • Experience with requirements gathering, road mapping, and CRM solution design.
  • Comfortable working in a dynamic, analytics-oriented group with several ongoing concurrent projects
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Professional development opportunities
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM solutionsSalesforceDeclarative ConfigurationAI-supported QA processesKPI metricsrequirements gatheringroad mappingsolution designUX designproduct ownership
Soft Skills
communicationpresentationstakeholder managementcollaborationleadershipbrainstormingorganizationalproblem-solvingadaptabilityteam management
Certifications
Bachelor’s degreeSalesforce Platform AdministratorSalesforce Platform Developer I