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IBM Senior Director, CRM Architecture in Cambridge, Massachusetts


At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

What's In It For You:

This is a unique opportunity to join the IT leadership team as we integrate to transform the way we use systems, tools and processes to achieve customer outcomes and internal objectives at scale. A leadership by example role, the work spans guiding, building and supporting the core SFDC and related apps team, prioritizing a wide range of work activities and guiding solution/data architecture and integration strategy, while working with business leaders to define a roadmap and prioritize initiatives that link business strategy to technology opportunity. This is a fully remote role that can be worked from anywhere in the US with a preference to candidates in Eastern and Central time zones. Candidates who wish to work from an IBM office will have ability as well.

What You'll be Doing:

  • Lead and build the Business Applications team as it continues to evolve into a strategic resource for company growth and operational effectiveness

  • Ensure that the Salesforce based CRM platform and related applications are aligned with current and strategic business needs across the enterprise

  • Roll-up your sleeves with the team to understand issues, solve problems and deliver solutions

  • Build effective operating models and best practices on the Business Applications team and partner across the business and IT to deliver agile response and high-quality solutions to company needs

  • Partner with users, stakeholders and business leaders to understand needs and create an ongoing vision for Salesforce based CRM platform and related application that meets operational requirements and aligns with business goals - identify gaps and recommended priorities to resolve them with the platform, features and staff focus required to implement

  • Partner with business teams to champion a vision for integrated customer and company data to support visibility and recommend improvements to data structure and data quality, and establish and maintain data governance and Salesforce best practices

  • Manage core vendor relationships to support business application strategy, strategic growth and fiscal responsibility

  • Define, build and grow the Business Applications team in line with business needs to meet strategic goals; empower and continue to develop an exceptional team of high-performing diverse professionals

  • Play a key role in future business and systems integration activity as Turbonomic connects to and further integrates with IBM

In order for IBM to offer a wide range of opportunities to applicants, and to afford IBM flexibility in staffing across its corporate structure, your application and information may be shared across our enterprise, including with and among our subsidiaries and affiliates worldwide. One of these affiliates is Turbonomic, an IBM Company. By submitting your application and information you acknowledge and agree that your information will be used and made available to our subsidiaries and affiliates, and that you may be interviewed by, or ultimately offered employment by, any of IBM's subsidiaries and affiliates


Required Technical and Professional Expertise

  • A leader with proven ability to understand and convert business objectives into design and delivered function in a Salesforce platform environment with cross-functional connections - deep knowledge of core business processes and how they integrate with CRM systems in general and SFDC specifically

  • 15+ years of SFDC

  • 10+ in cloud-based apps in a high growth company across Sales Cloud, Service Cloud & Communities and related applications (marketing, sales, support, professional services, finance). With significant experience in SFDC Solution Architect role. Salesforce Solution Architect Certification a plus.

  • Sales process /sales cloud w/ marketing automations integrated

  • Demonstrated experience building and leading a Business Applications (SFDC focused) team to deliver the vision through prioritized initiatives, hiring and strategic assignment and ensuring timely delivery of responsibilities

  • Experience with CPQ development and working knowledge of Apex, VisualForce, API integrations

  • Experience working in and with core business applications and integrations to SFDC platform (marketing, sales, support, professional services, finance) - specific experience with Netsuite, OpenAir, Hubspot, ADP a plus

  • Passion to develop, coach, and lead high-performing technical teams on integrations and bringing business processes to SFDC CRM system

  • Technically active, inquisitive, and astute mind, able to lead multi-layered technical conversations with partners, vendors and team members, while able to distill the concepts for discussion and decision making with non-technical partners

  • Service process

  • Customer support & ticketing (integrated with community)

  • Field service - TAM

Preferred Technical and Professional Expertise

  • none

About Business UnitThe Office of the Chief Information Officer (CIO) owns IBM's IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 365,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.

This job requires you to be fully COVID-19 vaccinated prior to your start date, where legally permissible. Proof of vaccination status will be required. If you are unable to be vaccinated due to medical, pregnancy or religious reasons, we offer accommodations in accordance with applicable law.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

*Well-being programs to support mental and physical health.

*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

*Select educational reimbursement opportunities.

*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

*Giving and volunteer programs to benefit charitable organizations and local communities.

*Discounts on retail products, services, and experiences.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.