The Global Distribution Solutions group works across sales, marketing, product, and service teams to build processes and functionality to solve key problems to help drive our business forward. The group provides strategic and tactical support on incorporating data, CRM functionality, customer-based analysis and analytical insight into the distribution processes in an effort to improve our strategic and tactical approach to distribution effectiveness. We work to understand our clients across all distribution channels, and we use a creative, intelligent approach to CRM to encourage adoption.
The role is responsible for providing strategic and tactical leadership to the team supporting Nuveen’s global Salesforce.com instance. The team is responsible for supporting Nuveen’s global distribution teams by managing user requests, enhancing user experience, providing user training, and managing data integrity of the platform. The team implements business processes and improvements that drive customer satisfaction and reduce risk. The team is responsible for activities associated with ongoing enhancements and integrations, including enhancement planning, documentation, testing, and training. A successful candidate will have significant experience with interacting with business users across different global geographies, team management, coordination with business users and IT, and will possess hands-on Salesforce.com administration skills. They will understand how various strategic and tactical changes impact the entire platform, and will work to increase platform adoption and evangelize the group’s vision and strategy to enable the business to realize the platform’s full potential.
· Provide strategic leadership to the team on the global expansion of a common CRM platform (Salesforce.com)
· Provide tactical support such as application configuration and customization of CRM (managing picklists, developing workflows, etc.), including testing and evaluation, to ensure quality and consistency
· Develop and maintain end user training documentation, and deliver user training
· Tier 1 user support to analyze and resolve application issues
· Drive user adoption of Salesforce
· Manage and maintain data within Salesforce to ensure data adheres to data standards
· Recommend and implement data quality processes. Provide sign off on data-related changes. Educate users on data standards
· Identify gaps between business needs and standard CRM application functionality. Partner with IT to design and document solutions to bridge the gaps, and provide detailed business requirements for Salesfore.com developers
· Develop, document, and execute test plans to assess business processes
· Manage team that supports day-to-day Salesforce users
Perform other job-related functions as assigned
QUALIFICATIONS:
Education and/or Experience:
· Salesforce Administrator certification required
· 10+ years of relevant hands-on experience in supporting Salesforce.com based business applications
· Sales Cloud, Platform App Builder, or Pardot certification a plus
Asset management or financial services industry experience preferred
Global management experience a plus
· Bachelor’s Degree. Some post graduate work, such as technical or financial certifications, or work towards master’s degree, is preferred
Knowledge, skills and abilities:
Proficient configuring the Salesforce.com platform and creating reports and dashboard
Proficient in both classic and lightning enabled Salesforce.com instances
Proficient with Salesforce Dataloader
Strong understanding of Salesforce security and sharing model
Strong understanding of object oriented concepts and relational database concepts
Intermediate/advanced SQL or similar query language
Understanding of sales and marketing processes
Additional:
Experience integrating Salesforce.com with enterprise-level applications though all available integration channels, including Salesforce-to-Salesforce
Experience with AppExchange partners such as Pardot, Riva, Seismic
Experience with Salesforce Community Cloud, Marketing Cloud, Sales Cloud, Service Cloud
Experience integrating with 3rd party data providers and services
Strong management skills
Strong presentation skills
Strong analytical skills
Ability to display independent judgment to make decisions where no clear precedents exist; adjusts plans and deliverables with the right approvals and the business goals in mind. Ensures that all standards are followed and controls are adequately designed and implemented.
TRAVEL:
· Limited travel required (<10%)
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