- Job Type: Full-Time
- Function: Marketing/PR/Product Mktg
- Industry: IT
- Post Date: 03/17/2023
- Website: talkdesk.com
- Company Address: 535 Mission St 1200, San Francisco, CA, 94105
- Salary Range: $50,000 - $150,000
About Talkdesk
Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes.Job Description
At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
The CRM Director is an integral part of the Enterprise Applications team, leading the administrators and developers that support Salesforce and related business applications. Reporting to the Vice President of Enterprise Applications, you will be a valued technology leader and collaborator with our internal business partners and technology leaders to ensure the support and delivery of enterprise level solutions for our sales, marketing, services, product and engineering teams. Your mission is to direct IT initiatives that help Talkdesk support its rapid growth. The ideal candidate will have a technical background in Salesforce and a deep understanding of the sales, marketing and services processes that utilize it. With your strong leadership skills and CRM expertise, you will help drive the future vision for Talkdesk.
Responsibilities:
- Develop a deep understanding of Talkdesk’s utilization of Salesforce, including CPQ, FinancialForce and related third-party integrations and managed packages.
- Echo and coach to the design standards of the Architecture Review board.
- Engagement with implementation partners to ensure the efficient coordination and delivery of enterprise-level solutions.
- Create and maintain documents in Confluence that support the process, policy and operation of your team.
- Advocate application design standards in joint application development sessions with development teams and business leaders.
- Interface with business partners to understand the opportunities for improvement in support and delivery processes.
- Partnering with Legal and Compliance teams to ensure team processes meet company standards.
- Ensure continuous inspection and improvement of IT services through a dependable cadence of communication with cross-functional leaders.
- Ensure the CRM systems are stable, high-performing, secure and up to date on releases.
- Encourage strategies for application optimization and minimization of technical debt.
- Support maturity of SDLC, DevSecOps processes and tooling across Enterprise Applications team.
- Design and present strategic initiatives to stakeholders and technical team members.
- Ensure team structure supports upward and horizontal mobility.
- Mentorship of technology team members.
Preferred Background
- Bachelor's Degree or hands-on working equivalent in a software engineering field
- Must have recent proven experience directing CRM teams in a global and remote organization
- 3+ years of leading at a Director level or similar strategic role
- 6+ years of software engineering and administration experience with cloud technologies or senior-level role equivalent
- Strong experience with software development life cycle models, integration methodologies, and patterns.
- Must have strong techno-functional knowledge of Salesforce; CPQ, FinancialForce, ServiceCloud, SalesCloud and Communities
- Strong understand of development and deployment process design
- Strong understanding of enterprise level environment strategy and design
- Understanding of compliance and control standards
- Experience implementing DevSecOps tooling such as release management, static code analysis, automated testing, monitoring, backup and recovery
- Understanding of Order-to-Cash processes
- Experiencing working in pre-IPO or public companies
- Strong communication, organization, and documentation skills
- Ability to travel occasionally as needed to support impactful projects