Director, Salesforce Strategy and Program Management

About the role.

This position will lead our strategy for Salesforce-related initiatives (Service Cloud, Sales Cloud, Community Cloud/Customer Portal). The role is critical to the ongoing success of PURE, as we continue to build an exceptional customer and broker experience based on the Salesforce platform.

What you'll do.

  • Provide strategic technology direction of PURE's Salesforce environment as it relates to the use of Service Cloud, Sales Cloud, and Community Cloud/Customer Portal in PURE's insurance practice.

  • Partner with executive sponsors (Chief Marketing Officer, President of Field Operations) and business owners (marketing, sales, customer experience) to:

    • Develop product vision and identify and prioritize projects and enhancements

    • Develop business cases and monitor achievement of expected benefits

    • Navigate governance process

    • Ensure open and transparent communication with business teams regarding project and production issues

  • Initiate, nurture, and manage relationships with key product and service vendors, including vendor selection, contract review and negotiation, issue escalation, and identification of new partnership opportunities

  • Participate in project delivery (Agile/Scrum) from the beginning of requirements definition to the deployment of the solution to production

    • Provide subject matter expertise and guidance to scrum/project teams

    • Work with business owners to plan and deliver communications, training, and coordinate change management activities regarding new projects and enhancements

    • Assist with project management, business analysis, testing, and production support of key systems

    • Lead cross-functional project design meetings to understand the impact of system changes

    • Ensure completeness of requirements, integrations, and understanding the impact of changes to downstream systems

  • Work with development and business teams to identify and research innovative solutions to business problems

    • Investigate business problems and identify potential solutions (technical and non-technical)

    • Stay on top of industry trends, new products/services, vendor software releases

  • Document current and future state processes for supported systems

What we're looking for.

  • 10+ years of experience implementing platforms and/or supporting call centers, sales teams, or customer portals, especially for personal lines property and casualty insurance companies

  • 5+ years of experience in an IT strategic/managerial role related to various components of Salesforce (Service Cloud, Sales Cloud, Communities Cloud)

  • Understand the data model of the Salesforce platform and able to plan for future data requirements/design

  • Proficient in Microsoft Office tools including Excel, Word, PowerPoint, Project, Visio

  • Experience working in a team-oriented, collaborative environment

  • Understanding of additional personal lines property/casualty insurance business processes (e.g., marketing, sales, product and pricing development)

  • Agile/Scrum experience

  • Basic knowledge of SQL query or Salesforce SOQL query language

  • Confident, self-motivated, and self-directed individual

  • Strong analytical capabilities with a curiosity for finding the answers to questions

  • Empathy, creativity, and an urgency to be exceptional

  • Excellent interpersonal, listening, written, and oral communication skills, with the ability to communicate ideas in both technical and user-friendly language

  • Ability to develop strong relationships with underwriting and product development users; has the desire to be the one who is there when needed the most

  • Wants to do what is right, not what is easy

  • Can proactively manage tasks and issues, and escalate issues as appropriate

  • Can balance multiple projects simultaneously and accurately set client/team expectations

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