Job Description

CRM Services Manager

Cooley is seeking a CRM Services Manager to join the Technology Platforms and Applications team.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to advance this agenda. The CRM Services Manager is responsible for managing the Salesforce platform, engaging with key stakeholders to define requirements, maintaining and grooming the product backlog, planning sprints, validating development against user requirements and acceptance criteria, managing defect severity and priority, overseeing the CRM Business Analyst and Quality Assurance teams, developing stakeholder communications, and collaborating on Salesforce training with other CRM team members. Specific duties include:

Position responsibilities:

1. Define and drive the vision and roadmap for CRM at Cooley in collaboration with the Associate Director of CRM Systems and Services to support firm and technology strategies.
2. Partner with business stakeholders to represent their needs and shape CRM features for optimal user experience.
3. Manage the CRM backlog, prioritizing and executing tasks aligned with the product vision and business value.
4. Innovate and evolve CRM capabilities to improve operational efficiency, data quality, marketing/sales effectiveness, and user experience.
5. Respond to and assign support requests to appropriate team members or work items.
6. Understand the software development lifecycle and collaborate to shepherd features through it.
7. Be familiar with Salesforce capabilities, limitations, and best practices, considering business needs.
8. Evaluate out-of-the-box features, third-party applications, and custom development to satisfy requirements.
9. Work closely with the Senior CRM Systems Manager to ensure alignment across stakeholders.
10. Facilitate communication, data integration, training, and adoption efforts.
11. Contribute to the firm’s data vision, working with Data Strategy and enterprise database owners.
12. Coordinate with General Counsel to ensure data protection compliance within CRM.

Other responsibilities:

1. Act on behalf of the Associate Director when appropriate.
2. Foster a culture of teamwork, cooperation, and adaptability.
3. Communicate strategies and goals effectively across teams.
4. Manage and structure assigned areas to meet stakeholder needs, considering the changing environment.
5. Identify service trends for potential improvements.
6. Plan, implement, and evaluate service and resource effectiveness.
7. Develop training programs for department professionals and provide developmental opportunities and mentorship.
8. Supervise and mentor direct reports, ensuring compliance and managing staffing and time logs.
9. Support professional development and participate in employee lifecycle events.
10. Perform other duties as assigned.

Skills and experience:

Required:

• Proficiency in Microsoft Office, iManage, and other firm applications post-orientation.
• Ability to work extended hours and travel as needed.
• 5+ years of relevant experience, such as a Salesforce Product Lead managing admins/business analysts.
• Eligible for Senior designation with 7+ years of experience and 2+ years in management roles.
• Experience with Azure DevOps or similar tools.
• Ability to assess client needs and develop solutions.
• Experience reducing technical debt and innovating on Salesforce.
• Experience evaluating and maintaining business tools, collaborating effectively with technical and business teams.
• Strong customer service skills.

Preferred:

• Experience in legal services sector.
• Salesforce certifications (e.g., Strategy Designer, Application Architect, Sales Cloud Consultant).
• Experience with Excel Power Query, Copado, OwnBackup.
• Supervisory experience.

Competencies:

• Excellent communication, presentation, and management skills.
• Leadership and supervisory capabilities.
• Curiosity, analytical thinking, and ability to synthesize information.
• Ability to work in a fast-paced environment, prioritize, and delegate.
• Teamwork, positivity, adaptability, and proactive thinking.
• Commitment to customer service and professional growth.

Cooley offers competitive compensation, benefits, and a commitment to fair employment. The annual pay range is $125,000 - $155,000, dependent on location and experience. Senior candidates may qualify for higher salaries. Benefits include health coverage, PTO, holidays, parental leave, fertility benefits, and more. New hires will receive a detailed benefits orientation.

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