CRM Business Systems Manager

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

OPW uses Salesforce across several of our businesses. We have many ongoing projects where it is important to work closely with our business partners and with our suppliers to deliver our projects according to given requirements.

The role is two-fold. Firstly, it entails working as a business analyst with leading projects, defining requirements and working closely with our businesses. It is also a “hands-on role,” working both as a superuser and supporting our teams who are using Salesforce. It is important to have an understanding of the Salesforce Solution and how the application works.

Development or set up in Salesforce is not included in the role, this is done by our supplier. The daily support is provided by our supplier and is not part of the role, but it is important we follow up on tickets that get solved according to SLA and that we maintain regular contact with our supplier.

This role is part of our Digital Solutions team and is a global role supporting all of our businesses as a Salesforce expert. Some travel can be expected.

Responsibilities:

• Collaborate with stakeholders, product owners, and cross-functional teams across different geographical locations to elicit and document business requirements and user stories, with a focus on our Salesforce platform.
• Conduct thorough analysis of business processes, systems, and data to identify improvement opportunities and provide recommendations within a global affiliate team collaboration and matrixed environment.
• Facilitate workshops and interviews with stakeholders from diverse backgrounds to gather and validate requirements, ensuring alignment with business goals in the context of Salesforce platforms and our application landscape.
• Translate complex business requirements into clear and concise user stories with acceptance criteria for the development team.
• Collaborate closely with the business and development team to refine, prioritize, and estimate user stories for improving our solution, this also includes the technical requirements of Salesforce platforms with integration to other web portals or to our ERP solutions.
• Act as a liaison between the global teams and development teams, ensuring effective communication and understanding of requirements in a matrixed environment, particularly related to Salesforce platforms and related applications.
• Drive usage of Salesforce in our businesses with KPI matrix.
• Support our internal development team during sprint execution by providing clarifications, addressing questions, and participating in backlog refinement, or more detailed clarification of a requirement.
• Develop, implement, and maintain performance dashboards in Salesforce with appropriate commercial metrics and KPIs to drive accountability across commercial teams. The KPIs are setup in collaboration with our businesses.
• Centralize data and establish metrics for each business with guidance on how to use the data.
• Train Sales, Customer Service, Marketing and others to effectively use Salesforce, focusing on an outcome-based approach. Establish and implement external training, as required.
• Establish how OPW uses Salesforce for specific processes, such as a pricing review process, and facilitate pricing communications and updates as necessary.
• Transfer best practices across the organization, recognizing unique requirements and presenting solutions that align with the needs of individual businesses.
• Conduct user acceptance testing (UAT) with our businesses and ensure delivered solutions meet business requirements and quality standards, leveraging your experience in UAT script writing and understanding of Salesforce platforms and web portal functionalities.
• Analyze and track key performance indicators (KPIs) to measure the success of implemented features and identify areas for improvement.
• Manage Salesforce licenses, such as adding, removing and maintaining our licenses.
• Review logged tickets and ensure tickets are handled according to SLA with our supplier.
• Follow up with our supplier regularly and ensure our support is handled efficiently and according to our expectations.
• Develop an onboarding process/program for new sales and customer service people across the organization.

Tools and skills you will use in this role:

• Salesforce Sales Cloud, Marketing Cloud

Optional Tools and skills you may use in this role:

• Marketo platform
• ServiceNow and Zendesk
• Power BI
• CTI, computer Technology Integration
• Oracle or other ERP
• Dell Boomi and other integration platform

Qualifications/Requirements:

• Bachelor's degree required
• Experience evaluating business trends and assessing market conditions.
• Experience with applicable Web-based technologies.
• Ability to analyze and define strategies and processes for large-scale projects (integrations with other systems, analytics, marketing automation, asset management, etc.), to drive delivery of business KPIs
• Cross-team communication and dependency coordination across SalesForce.com suite of tools, integrating with Oracle, and other internal systems
• Demonstrated ability to lead through influence working in a cross functional team, championing the company goals and values building relationships with appropriate teams and business stakeholders
• Ability to lead functional discussions and scoping decisions based on best practices for implementing the SFDC application and proven knowledge of SFDC out-of-the-box features and latest functions
• Ability to think strategically and align projects to support company goals
• Ability to understand data migration needs and to define and execute data migration plans

Desired Characteristics, Competence and Capabilities:

• Professional presentation skills including persuasive communication skills, adept listening, and interpretation skills
• Well-developed cross functional ability to work with all levels of the organization and an international workforce
• Strong oral and written communication skills, including the ability to present, influence and collaborate at the leadership level
• Ability to structure and present qualitative data in a compelling and convincing fashion.
• Familiarity with applicable CRM and Marketing Automation tools strongly preferred.
• Understands voice of customer (VOC) strategies.
• Ability to collect and synthesize complex information, making it relevant, understandable and actionable for key stakeholders.
• Ability to maintain a professional demeanor at all times with customers and coworkers. Fully observe Dover’s Code of Ethical Conduct, Employee Handbook “Personal Conduct of Employees” policies and ISO Quality System Standards.
• High level of proficiency with Microsoft Office applications.
• Self directed, positive and ethical role model able to work with minimal supervision.
• Detail Oriented and well organized.
• Team Player
• Strong analytical skills

Work Arrangement : Remote

Salary Range : -

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

This position may be located in: Americas : United States : Ohio : Hamilton

Sub Division : OPW Corporate

Job Requisition ID : 51150

Job Function : Information Technology